Customer Success Manager

Location: Denver, CO

Department: Customer Success

Type: Full Time

Min. Experience: Mid Level

Customer Success Manager (CSM)

Description:

Are you passionate about engaging your customers and expanding their use cases? Have you developed customer relationships that promote retention and loyalty? If this is you, we would love your help in taking care of our customers as a FullContact Customer Success Manager (CSM).

This role will be the first Customer Success Manager to join FullContact! We’re looking for someone to join on the ground floor who has an entrepreneurial spirit and comfortable helping to build process and driving the creation of this new, critical division supporting our Data Solution customers. Although you'll be an individual contributor you will work closely with the Director of Customer Success to help drive success for customers and this new division.

The CSM’s primary responsibility is to take ownership of our Data Solution (API) portfolio of customers, commit to their success, drive adoption and secure renewal for them, by:

  • Building relationships with executive sponsor(s) and project leads
  • Learn their business’ priorities, strategic initiatives, and customer intelligence goals
  • Align with them to ensure continued delivery of business value
  • Tenaciously advocating for customers’ product and service needs
  • Empowering your customer to extract full value through interactions with you, and also usage of our customer resources
  • Managing and mitigating risk and escalations
  • Being a product usage subject matter expert and prescriptively guiding the customer in those best practices
  • Help drive change within customer organizations in coordination with the FullContact Solutions team
  • The ideal candidate will have vast customer success management experience, understand what it takes to secure successful renewals, and be well-versed in cross team coordination while being able to liaison with FullContact’s Services, Support, Product, and Sales/Account Management teams.

Think of yourself as a business owner with a portfolio of customers with which you have to achieve high levels of product adoption, upsell, and renewal across a set of technical API customers. You should know the health, risk, goals and opportunities within each of your customer accounts, and then act accordingly.

Key Responsibilities:

  • Understand each customer’s business goals and priorities and manage the plan to drive achievement of those goals - at both a strategic and a tactical level - starting during pre-sales discussions and continuing through the lifecycle of the customer relationship
  • Establish a trusted advisor relationship that works to ensure a customer’s overall satisfaction with our product(s)
  • Identify risk in your accounts, and develop/manage risk mitigation plans
  • Work and partner with FullContact’s Account Management team to pass along expansion opportunities to achieve upsell quotas
  • Manage and decrease churn for your customers by securing successful renewals
  • Create, deliver, and execute Quarterly Business Reviews for your customers to benchmark progress, track toward success, and advise on growing best practices
  • Act as a liaison between Product Management and your customer with a focus on communicating the FullContact roadmap and how the roadmap will influence customer activities
  • Leverage customer relationships as needed for prospect references
  • Prioritize and drive resolution on escalated customer issues in coordination with the Support Team
  • Manage C-level/executive, mid-level, and project relationships among a diverse set of customers
  • Be comfortable, eloquent, and capable communicating FullContact’s products and value to a fairly technical audience
  • Ability to travel up to 30%

Requirements/Skills:

  • 3-5 years experience with managing enterprise / mid-market software applications in a customer success / account management function
  • Entrepreneurial spirit, intellectual curiosity and persuasive confidence.  Ability to take leadership role in driving initiatives and organizing cross-functional teams to achieve desired goals
  • Experience in SaaS
  • Teamwork skills a must, ability to collaborate and manage internal and external resources
  • Proven time management skills in an environment where you may be managing several customer engagements simultaneously
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to think and act strategically as well as tactically to execute against customer business goals
  • Proficient and organized, with the ability to take detailed notes and act on follow-up items
  • Technically inclined and experience in software technology
  • Must be a quick learner, self-starter, and have the ability to work with minimal supervision in a fast-paced environment
  • Experience with technology stack of: Salesforce, APIs, and AWS
  • This location is available only in Denver, CO (not remote)
     
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