ncontracts - Scale Customer Success Manager
Requirements
• 3+ years of customer success, account management, or related experience in B2B SaaS with high-volume, smaller-contract portfolio management required • Proven track record managing very large customer portfolios (1,000+ accounts) with strong retention metrics in the smaller contract size segment • Advanced analytical skills with experience using CS platforms (Gainsight, ChurnZero, etc.) and automation tools for high-volume, lower-touch account management • Excellent communication and presentation skills with ability to engage with smaller business owners and decision-makers while taking advantage of automation tools • Experience with CRM systems (Salesforce, Hubspot, etc )business intelligence tools, and customer success automation tools. • WE OFFER ALL REGULAR FULL-TIME TEAM MEMBERS: • A fun, fast-paced work environment • Responsible PTO Plan that meets or exceeds state and local medical and family leave laws • 11 paid holidays • Community and social events to keep you connected and engaged
Responsibilities
• Portfolio Management • Manage a portfolio of 1,000+ customers, maintaining touchpoints and health monitoring through individual and automated outreach • Develop and execute customer success strategies that drive adoption, retention, and expansion across a large base of smaller-contract value customers • Identify at-risk accounts early through predictive analytics and implement targeted intervention strategies at scale via automated outreach • Drive product adoption and feature utilization across your customer base using data-driven approaches tailored to smaller business needs around new functionality and regulatory changes. • Coordinate daily operations, case assignments, and escalation protocols with the inside support team to deliver a terrific customer experience to your customer base • Foster a collaborative environment focused on customer problem solving • Adopt automation systems, AI, and reporting dashboards for managing high-volume portfolios • Strategic Customer Outcomes • Partner with assigned customers to understand their business objectives and map them to product capabilities using scalable engagement models when they are identified at risk • Identify expansion opportunities across the portfolio of assigned accounts and collaborate with sales teams on systematic upsell initiatives to grow accounts • Analyze customer usage data and health metrics to proactively remediate concerns across account base • Serve as voice of the customer, providing aggregated feedback to product and engineering teams from customer base • Maintain customer satisfaction scores above 85%
Benefits
• Medical, Dental and Vision insurance • Company-paid Group Life Insurance, Short- and Long-Term Disability • Flexible Spending Account & Health Savings Account • Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice • Pet Insurance • 401 (k) with company match with eligibility on Day 1 of employment • 2 Paid Volunteer Time Off Days • And much more! • Part-Time and Contractor positions are not eligible for company benefits, including paid time off, health insurance, and other employee benefit programs. Full-time temporary employees are eligible for certain group benefits after a waiting period; specific eligibility timing will be provided at the time of offer. • AAP/EEO Statement
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT