Customer Success Manager

The Customer Success Manager (CSM) on the Relationship Management Team is responsible for all the activities related to helping our customers achieve their goals through the effective use of ClearPoint’s strategy reporting software.  The CSM will own and manage the success of a portfolio of assigned ClearPoint customers and deliver consistent value across the entire customer lifecycle, which in turn leads to high renewal rates and expansion opportunities.   
The CSM is responsible for managing project implementation, hosting quarterly business reviews, executing Playbooks and processes as established by Customer Success leadership, and operating at the tactical and collaborative levels with customers in their portfolio of accounts.   
Customer Success Managers are expected to work closely with Customer Success Engineers (CSEs) to support account setup and facilitate any other technical project that meets the customer’s needs.  Exceptional communication, creative problem solving, root cause analysis, and relationship skills are needed to be successful in this engaging position.   
Responsibilities 

• Build strong customer relationships by maintaining high levels of engagement and communication throughout the entire customer lifecycle for a book of 60+ customers
• Help customers set business outcome goals and track the progression of goal achievement and reduce time to value  
• Manage implementation project plans closely with Customer Success Engineers to help customers reach their desired outcomes with purchasing ClearPoint
• Contribute to the strategic direction of team through leading and participating in related internal initiatives 
• Own customer renewals, expansion, and customer satisfaction with an eye toward positive or negative trends and process improvement 
• Provide feedback on existing products and contribute to the design of new product features 
• Work cross-functionally with Sales, Marketing, and Product to represent the voice of the customer and potential solutions to help customers get time to value quicker 
• Foster a strong team environment by promoting and maintaining high work standards 

• Onboarding: Understand customer needs and desired outcomes to advise on implementation and strategy. Ensure customer voice is heard while helping set expectations on timelines and scope of deliverables. Manage the implementation and work closely with Customer Success Engineers to buildout an account that meets customer desired outcomes
• Adoption: Help customers ensure quantifiable value realization from their use of ClearPoint throughout the customer lifecycle and with the adoption of emerging features and functionality 
• Retention: Decrease customer churn by making sure customers renew their relationship with us 
• Expansion: Expand the customer’s existing account revenues
• Manage a customer portfolio overseeing $1M+ of customer revenue  

• 2-5 years of experience in Account Management or SaaS Customer Success roles required 
• Customer-facing experience within a subscription business technology company is required 
• Extensive knowledge of Microsoft Office Suite required 
• Bachelor's degree, or seven years of relevant work experience is preferred 
• Background in strategy and performance management is preferred 
• Knowledge of CRM platforms, including Planhat and Salesforce a plus 
• Experience working with customers in local government is preferred 

1. In Office (3 Days): Departmental and Team Meetings, Training and Upskilling, Collaborative Work, Customer requests and calls, Individual project work, Customer deliverables 
2. Remote (2 Days): Customer requests and calls, Individual project work, Customer deliverables 

• $70,000 - $100,000
• Performance-based bonus program 

• Competitive salary commensurate with your experience
• Performance-based bonus program
• 100% paid health insurance & dental insurance
• 401(k) program
• Open vacation policy
• Professional development, training, and mentorship programs

• Chance to get in on the “ground floor” of a tech company with startup energy
• Ability to make a difference from day one
• Fantastic colleagues and customers
• Employee referral bonuses to encourage the addition of great new people to the team
• Team events and offsite retreats
• Company organized volunteer days

• Candidates must live within commuting distance of our Arlington, VA office. 
• Employment is contingent upon successful completion of federal work authorization verification. We don't offer visa sponsorship.
• Employment is contingent upon successful background and reference checks.

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