Hybrid or Remote
Who Staffing is looking for a Customer Success Manager for a full-time, direct hire opportunity with our client headquartered in Alexandria, VA. This is a hybrid or remote opportunity.
Job Summary:
The Customer Success Manager (CSM) will be focused on building long-term relationships with clients’ customers, driving adoption and usage of clients’ media intelligence products, and implementing solutions to scale the Customer Success division of the company. The CSM will play a significant role in supporting our client’s customers' daily product usage. The role will work directly with clients to support their needs, including product training and troubleshooting. The role will report to the Director or Customer Success and work closely with the rest of the sales team, product management team, and technical teams. In the role, the CSM will have customer support key performance indicators (KPIs) to adhere to including customer product renewals, upsells, customers satisfaction, and product usage growth. The CSM will be responsible for implementing communication plans and tools to help scale our client’s customer success efforts. The CSM will become an expert on our clients’ products and in supporting the many use cases of our client’s customer base.
What you will work on:
· Account Management- the CSM will have an assigned book of business. You will support customer use of clients SaaS products, introducing new capabilities that align with customer business goals, and driving value of our client.
· Project management. Working on projects that involve cross-functional teams with organization of deliverables to drive projects to completion.
· Customer Onboarding and Training. Initial customer training aligns with clients’ capabilities to customer impact.
· Automation of customer communications. Leading efforts to automate customer touch points throughout the customer life cycle.
· Products upsell and renewal. Identifying new opportunities for customers and assisting with renewals.
· Cross-Departmental Collaboration: Work with cross-department teams to support many aspects of our client’s customers' use of products.
Qualifications:
· 5 years of experience in customer support/success with a focus on SaaS.
· Experience with media buying and selling, digital media is a plus
· Experience with data analytics platforms is a plus.
· Familiarity with HubSpot software and other sales tools.
· Ability to leverage artificial intelligence (AI) in day-to-day work
· Proficient in Microsoft suite of products including Word, Excel, PowerPoint.
· Strong work ethic. A track record of proving accountability in your work.
· Excellent written and verbal communication skills.
· A positive, solutions-driven attitude with the ability to think creatively and execute independently.
· Strong organizational skills and attention to detail.
· Results-oriented mindset with a focus on exceeding sales targets and driving revenue growth.
What Our Client is Looking For:
· A proactive team player with a passion for media intelligence, customer growth and partnership building, and a desire to learn.
· A creative problem-solver who takes ownership and delivers high-quality results.
· A very organized project manager who can work cross-functionally to accomplish goals
· Someone who embraces using technology to help scale businesses
· Someone with a can-do attitude who is also strategic and efficient in managing their time.
Why Our Client?
· High growth: Join a company growing quickly that provides consistent opportunities for its employees to expand their roles within the company.
· Innovative Culture: Be part of a forward-thinking team that values creativity and quality.
· Impactful Work: Play a critical role in driving the growth and success of a cutting-edge advertising intelligence company. Our client works in a market segment that is innovating and evolving quickly.
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