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Customer Success Manager

SEARCH Group Partners, Inc.

This is a Full-time position in Boulder, CO posted July 17, 2021.

SEARCH Group Partners, a premier recruiting firm, is looking for an experienced Client Success Manager for one of our clients located in Boulder, CO.

This is a product development platform that empowers brands to make products smarter, faster and at scale.

Our Mission is to power the world’s direct to consumer economy.

Driving innovation and creativity, increasing speed to market and ensuring products are driving revenue.

Our Client Success team acts as trusted advisors and advocates, driving adoption and value through every interaction with our company.

We’re looking for a curious, driven, and deeply solution oriented individual who will remove barriers to client retention, working closely with clients to Client their business needs and challenges and then guide them on the best ways to solve them.

You’ll collaborate with the broader Client Success team, as well as Sales and Marketing, to deliver a high value experience from point of sale through renewal and expansion.

Adopting our “land and expand mentality you’ll closely track and measure KPIs around client’s health, adoption and performance.

Not only to mitigate churn but to identify opportunities to deliver more value to our clients and ultimately driving revenue for the business.

This is a demanding role that requires strong leadership, priority management and interpersonal skills.

Our Client’s Success is Our Success!

We have a positive, diverse, and supportive culture we look for people who are curious, inventive, and work to be a little better every single day.

In our work together we aim to be smart, humble, hardworking and, above all, collaborative.

We have a fun and fast-growing team based out of Boulder, CO, and are looking for energetic and experienced team members to help us grow.

What You’ll Do:
Own the full post-sales client lifecycle, from onboarding through renewal and expansion Drive adoption and actively engage with key decision-makers to identify business requirements and uncover roadblocks to ensure they’re getting the maximum value out the company Become a product expert so you can effectively onboard and coach our clients on best practices so they become increasingly self-sufficient Lead with empathy and authority.

Establish trusted/strategic advisor relationships and provide guidance through a solution focused lens, maintaining high levels of engagement and adoption Actively track and measure client health KPIs.

Identifying areas where intervention is needed and actively pursuing a solution Drive customer advocacy in the form of references, referrals, and case studies Own, drive, and lead the renewals process.

Maintain and report an accurate rolling 90-day forecast, with a goal of exceeding 99% net retention Client and identify upsell/cross-sell opportunities throughout the onboarding and adoption cycles to maximize growth Collaborate with our VP of Client Success strategies for organic growth and identify where support is needed Identify and communicate risk clearly and take the lead in developing resolution strategies, escalating wherever appropriate

What You’ll Need:
3+ years of client success, account management or strategic consulting experience.

Preferably within a SaaS SMB organization A solid understanding of SMB SaaS applications and collaboration technology A consistent track record of achieving personal and team goals, specifically across client retention and growth Unrivaled sense of autonomy, ownership, and dedication to helping clients realize their intended value A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer verticals Ability to build effective work relationships with various levels and departments of the organization, influence behavior, and change management An understanding of Software Development life cycles and project management skills Aptitude for learning software; strong with business applications and able to explain complex data relationships in non-technical terms Experience with apparel or related product development/design/production (and/or a willingness to dig in and learn what goes into such roles, in order to better serve/advise/empathize with the clients) Strong interpersonal skills and experience building strong internal and external relationships Effective oral, presentation, and written communication skills with constant attention to detail Diplomacy, tact, and poise under pressure when working through customer issues Bachelor’s Degree

OTHER DETAILS
Located in Downtown Boulder, CO
– Will consider remote applicants but local to CO and/or willingness to relocate is a plus Full Time, with work-life balance
– flex WFH days Compensation package commensurate with experience and expertise Benefits and opportunities: Insurance (medical/dental/vision) Unlimited PTO Wellness reimbursement Transit benefits Monthly Culture Club activities, team lunches, stocked fridge and snack bar

About SEARCH Group Partners:

SGP provides professional talent acquisition and consulting services.

The services we offer include temporary, temporary-to-hire, permanent placement, executive search, consulting, interim management transitions, on-site solutions, outsourcing, talent development and human resources.

SGP believes in and understands the importance of investing time into both our clients and candidates.

We know what it takes to forge successful, professional, long-lasting relationships and partnerships.

We represent an exclusive network of professionals and take the time to get to know every one of our clients and candidates personally.

At SEARCH Group Partners, we celebrate and support diversity and are proud to be an Equal Opportunity & Affirmative Action employer.

In order to comply with federal regulations, we maintain records of the race and gender of applicants.

For this reason and this reason only, we ask that you indicate your gender, race and ethnicity.

If you do choose to answer these questions, this information will not affect your being considered for employment opportunities for which you are qualified.