Customer Success Manager

As a Customer Success Manager, you will be responsible for managing client relationships and proactively addressing client concerns. The Customer Success Manager must be an excellent communicator (both verbally and in writing), able to understand the needs of our clients, with a proven ability to build long-lasting business relationships. You will utilize your data analysis skills to identify the root cause of issues and create action plans. You will proactively surface key trends and find patterns and communicate those to clients. Above all, you will be a key player in helping the Customer Success team proactively identify areas to improve on behalf of our Clients.

What you’ll do

• Review and analyze data for insights and make adjustments and recommendations to improve the overall performance
• Utilize a playbook to improve operational performance on behalf of our customers, partnering with internal departments to create a better experience for our clients
• Support recurring customer reviews in coordination with RAMs, to review actual performance vs. targets, and highlight opportunities to improve performance levels
• Train customers on new technology features available to them to improve their operations and usage
• Professional and timely communications
• Provide continuous improvements tactics to identify and resolve the root cause
• Proactive analysis to prevent service failures, but be able to respond quickly and effectively when a problem arises

What you bring

• 2+ years account management experience,
• An entrepreneurial attitude and execution-focused, get-things done mindset
• A prowess for data pattern recognition and root cause analysis
• Proficiency in Excel/Google Sheets, PowerPoint/Google Slides
• Superior presentation skills and the ability to tell a compelling story with data
• Strong interpersonal skills
• An outlook that is always finding ways to make things more efficient

Nice to have

• Experience in a two-sided transportation marketplace
• Technical proficiency in Tableau, Salesforce, Kustomer