Customer Success Manager

Headquarters: Delaware, United States
URL: http://www.ciloo.com


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


How we work


Ciloo culture


 

To apply: https://weworkremotely.com/remote-jobs/ciloo-inc-customer-success-manager