We are currently seeking a passionate and organized Customer Success Manager to join our global team. This is a remote position for candidates based in the United States or Canada.
Customer Success in Ciloo
Customer Success is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service and continue to purchase on a recurring basis. As such, we need a manager to own driving success for our customers. This role includes responsibilities for a broad range of Customer Success activities (on-boarding, support, services, adoption, advocacy, retention, + more).
Responsibilities
Function as the customer advocate and provide internal feedback on how we can better serve our enterprise customers
Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning, and execution
Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
Ensure that a plan is in place with each customer for deployment, change management, and adoption programs
Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes
Track accounts to identify churn risk and work actively to eliminate that risk
Partner with Sales and Professional Services to develop a plan for making our product a part of each customer’s core architecture
Simultaneously manage multiple customers who are at different points on the account lifecycle
Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen Airtable proficiency
Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas
Role-Specific Competencies
4+ years experience in customer-facing organizations
2 years proven experience in project management
Ability to manage influence through persuasion, negotiation, and consensus-building
Ideally, a combined background of post-sale and sales experience
You have a track record of delivering value to complex enterprise customers with large employee bases
Strong empathy for customers AND passion for revenue and growth
Exceptional communication skills at all levels. High proficiency in written and spoken English
Ability to prioritize tasks and manage time effectively.
Self-motivated and proactive, with a flexible and adaptable approach.
Detail-oriented, efficient, and honest with high integrity.
Calm under pressure, with strong listening skills.
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative with the ability to inspire others
Excellent team player who is solution-driven, not problem-driven.
More on Ciloo’s values and ways of working
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