KMS Lighthouse is one of the hottest up and coming tech companies working with Fortune 500 and Fortune 1000 enterprises around the world! Named the #1 knowledge management company in the Forrester Wave Report 2024, KMS Lighthouse is an industry leader in providing SaaS knowledge management solutions.
Our customers’ satisfaction is the key to our success, making our Customer Success role a vital component of our company’s growth. As a Customer Success Manager, you are responsible for building and maintaining relationships with new and existing clients to ensure their continued satisfaction. The Customer Success Manager is an advocate for KMS Lighthouse and for the client to ensure seamless delivery and support in all areas.
Responsibilities- Build and maintain strong, positive business relationships with enterprise-level clients (C-level executives, Directors, Managers, etc.)
- Support the implementation team in the onboarding process of new clients ensuring flawless delivery.
- Identify opportunities for expansions and upsells within client accounts and manage the negotiation process.
- Work closely with internal teams to ensure flawless delivery.
- Manage QBRs with your customers.
- Join calls with clients to understand their needs, tackle problems, and where necessary escalate the case to the relevant internal team.
- Actively engage with multiple contacts in each account to ensure amazing partnership and communication.
- Manage escalation events like a pro.
- Develop deep understanding of the product to address the business needs of your clients.
- Collaborate with the sales team to achieve customer satisfaction and company growth.
- 2+ years of experience as a Customer Success Manager, Account Manager, or similar role within a SaaS organization
- Prior experience working at a SaaS-based company is a must.
- Prior experience identifying areas of opportunity and managing the upsell.
- Prior experience supporting and interfacing with enterprise level organizations is required.
- Great interpersonal skills with strong customer-facing and presentation skills.
- Proactive problem-solver who is not afraid to break boundaries.
- Team player with strong ability to motivate people.
- High prioritization and organization skills.
- Superb written and verbal communication skills.
- Medical, Vision, Dental
- 401K + 401K Match
- 11 Paid Holidays
- PTO & Sick Days
Skills Required
- 2+ years of experience as a Customer Success Manager, Account Manager, or similar role
- Prior experience working at a SaaS-based company
- Prior experience supporting and interfacing with enterprise level organizations
- Great interpersonal skills
- Strong customer-facing and presentation skills
- Proactive problem-solver
- Team player with strong ability to motivate people
- High prioritization and organization skills
- Superb written and verbal communication skills
What We Do
KMS Lighthouse drives smarter, better business interactions with its knowledge management solutions. When customers and employees have issues, Lighthouse illuminates the path with instant answers. We use advanced technologies and take an innovative approach to build knowledge management solutions. Our knowledge system boosts productivity and efficiency with a powerhouse of digitized knowledge that’s easy to update, collaborate, share, or provide feedback in real-time. We have a SaaS knowledge management system with native integrations to social media, product catalogs, operational systems, chatbots, virtual assistants, and open API integrations with your existing applications such as CRM, ticketing, and help desk. Lighthouse offers a rewarding KM experience for both customers and employees alike, improving loyalty and satisfaction. What’s more, we’ve built the system so that your entire team can easily navigate through it in their natural language, and adopt it effortlessly without training. Lighthouse simplifies communications, elevates customer and agent experiences, engages and inspires people. Happy agents, happy customers.
.jpg)
