Customer Success Manager
Specright
- Tustin, CA
- Permanent
- Full-time
- Increase customer retention (prevent churn)
- Ensure customer satisfaction
- Increase user adoption
- Identify sales expansion opportunities
- Act as the primary point of contact post-implementation, continuing to create champion relationships with key stakeholders and driving business value from implementation to renewal.
- Email and phone outreach to Specright customers, following a standard process and cadence post-implementation, to ensure their satisfaction with the product.
- Engage with customer Champion and primary users, and then facilitate Sales Rep & Leadership engagement with Economic Buyer as needed.
- Monitor customer login and usage metrics and own Customer Health Score to identify any downward trends or gaps that may require additional attention at any point during the customer journey.
- Provide guidance on customer issues, difficulties, or needs - routing to Customer Support, Sales, or Leadership when applicable.
- Complete minor technical administration work, and delegate remaining technical configuration work to Customer Support or enhancement teams.
- Recognize opportunities to enhance individual customer experience through optimization of their software - routing to Customer Support, Sales, or Leadership when applicable.
- Identify sales expansion opportunities within your clients across new departments, use cases, and functionality
- Promote customer satisfaction and loyalty by demonstrating an understanding of customer specific business needs and helping them achieve their objectives using Specright.
- Educate customers on the use and benefits of Specright. Provide continuous product/feature education. Guide customers with information and assistance regarding product updates and new features to ensure customers realize the best use of the product.
- Establish clear client retention goals along with Account Management team
- Assist customers with setting up and navigating the Specright product
- Promote value through customer experience, assist in creating training courses and educational materials, and review customer concerns to improve the customer experience
- 5+ years of customer-facing SaaS experience required (or equivalent)
- Industry experience within manufacturing, consumer goods, or packaging preferred
- High customer empathy
- Relevant technical product knowledge with Specright or similar software products
- Problem solving and solutioning skills
- Excellent communication abilities via email and phone
- Attention to detail
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Accountability and personal organization are essential
- Experience in working with a diverse set of customers and training each according to company standards
- Competitive salaries & equity packages
- Open vacation policy & flexible work hours
- Full benefits package that includes Medical, Vision, Life, Dental, 401k, etc