Customer Success Manager
Customer Success Manager
What We’re Looking For
We’re looking for an experienced Customer Success Manager at ClearPathGPS. You will work closely with a portfolio of our top customers as you help them get the most value from their GPS tracking system, ensure they continue to renew their subscription and work to expand their adoption and usage of new products and services. You’re analytical and pay attention to detail. In addition, you’re calm under pressure and have a passion for optimization and good communication.
About The Opportunity:
Department: Customer Success
Reports To: Director of Customer Success
The Customer Success Manager is a problem solver, mediator and product guru who will guide the long term partnership that we look to build with our customer base. This position will be a combination of relationship management and project management. This includes, driving adoption, retention, resolution, upsell and customer advocacy for the ClearPath product.
This is an ideal opportunity for someone who thrives on solving problems and has both technical and client facing skills.
Become an expert on the ClearPathGPS product and the GPS tracking industry.
Maintain a deep understanding of the product and speak with customers about features/functionalities that are best suited to their business needs.
Manage product/market feedback loops to our Product Team to ensure customer advocacy.
Serve as the main customer point of contact and internal advocate.
Build meaningful relationships with customers and become voice of customer for our team.
Work with internal team members to understand which services and processes result in product adoption, high customer satisfaction and enthusiastic customer advocates.
Document all customer interactions.
Resolve customer complaints and training needs.
Work with customers to understand their business needs and initiatives.
Drive adoption of ClearPathGPS within the customer organization.
Ensure that a plan is in place with each customer to drive value in the partnership.
Work to uncover upsell opportunities and expansion revenue.
Systems and Process
Work with supervisor to determine the timing and content of touch points for CSMs along the customer journey.
Build processes that are repeatable, scalable and reliable.
Use internal tools to manage, track, and report on key customer information (e.g. health, contacts, initiatives, business reviews, etc.).
Assist customers with first tier support questions.
Work with the Support team to resolve major cases.
Work with the Support team to ensure successful on boarding of customer throughout process.
Help Support team overcome delays in on boarding by creating and documenting solutions to prevent future delays.
Advise customers on how to apply ClearPathGPS to meet their business objectives.
Provide product trainings and demonstrations to customers.
From our offices in downtown Santa Barbara, you will enjoy working in a fast-paced, 20+ person company where everything you do has a big impact and your sense of fun, creativity and fresh ideas are appreciated and rewarded just as much as your excellent communication skills, attention to detail and passion for talking to customers.
3+ years of experience in Customer Success and/or Account Management roles in a B2B SaaS environment
Passion for customer experience and customer success.
Highly organized and detail oriented.
Familiarity working with GPS tracking a plus.
Experience working in a start-up or small company desired.
Ability to develop trusted relationships with customers and partners.
Excellent communication skills, both verbal and written.
Strong problem-solving ability, relentless follow-through and a “get it done” attitude.
Salary and Bonus DOE
Company Paid Healthcare
Founded in 2013, we have been helping small to mid-sized business with fleets of vehicles track and manage their assets to operate more efficiently, safely and profitably. Our telematics software platform and GPS tracking devices are used by thousands of businesses in all 50 states with over 100 fleets right here in Santa Barbara County, such as Marborg, The Berry Man and Big Green Cleaning. From our offices located in Downtown Santa Barbara our team of 20+ people develops, sales and supports products that receive glowing customer reviews on Trustpilot and Capterra for their ease of use, business results and our extraordinary customer service. Read the reviews and you’ll know you’re working with a product line that customers love.
This is a Santa Barbara based position and no remote candidates or relocation packages will be considered.