Choose your new career…

Customer Success Manager

Overview

ESG provides Customer Success as a Service. Our team of trusted sales, marketing, customer success and operations professionals act as an extension of our client’s Customer Success strategy, providing proactive customer management that drives success at all levels. ESG is trusted by many of the world’s leading technology companies to represent them professionally and productively in the marketplace.

We are looking for a competitive and motivated Customer Success Manager to join our team! This individual is responsible for driving customer health and growth by providing support in implementation, adoption, and on-going relationship management for SaaS companies on behalf of ESG’s Client. Our Customer Success Manager is expected to provide the highest degree of customer focus, maintain an interest in their customers’ specific success criteria and business outcomes, and bring creative solutions to the table. This position functions as the primary proactive touchpoint, and reactively for key on-going questions, needs, and escalations.

Responsibilities

  • Ensure our Client’s key business outcomes are met
  • Responsible for obtaining a clear understanding of our Client’s products, processes, and culture in order to provide exemplary customer experiences
  • Act as key contact between our Client and ESG
  • Understand the customers’ business needs and workflows, align their specific needs with the software and lead them through all phases of the customer journey
  • Coach customers to be solution experts and help to implement education strategies to train their teams throughout the customer life-cycle
  • Work and communicate with internal and external stakeholders to ensure project and/or account status is visible
  • Provide continuity for customers through key transition points from sales to implementation to customer success
  • Identify areas of selling opportunity within the customer base
  • Facilitate sustainable retention and revenue growth through data insights and customer relationships
  • Work with our Client to support and consult on Customer Lifecycle mapping across the customer base
  • Own escalation of client issues, coordinate key resources, and manage until resolution
  • Support the implementation and onboarding process by providing project management oversight and ensure key implementation milestones are met on time

Ideal Candidate:

  • Experience in Customer Success, Account Management, Services/Consulting or equivalent history of increasing customer satisfaction, adoption, retention and upsell for technology product(s)
  • Desire to work closely with clients and execute both strategically and tactically to help them achieve success
  • Proven experience with nurturing client relationships and complex problem solving
  • Experience working with Stakeholders in Director or higher leadership positions
  • Comfortable with presentations, facilitating training, and organizing and facilitating meetings
  • Bachelor’s degree or equivalent work experience
  • Experience with Microsoft Suite (Office, Word, Exel, and Power Point), and CRM’s (SalesForce.com or similar platform)
  • Experience using Customer Success Automation technology is a plus
  • Inside and/or Outside sales experience
  • Ability to discuss, document, design, and implement business strategy
  • Outstanding written and verbal communication skills
  • A track record of taking ownership and delivering successful solutions to customers
  • Ability to effectively collaborate with a variety of audiences
  • Proficiency in project management methodology, tools, and practices

ESG offers an exciting work environment that is continually evolving, with competitive salaries, and a comprehensive benefits package. ESG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability, or protected veteran status. To apply, please send resume, cover letter and salary requirements to careers@esgsuccess.com.