Not just another CSM role. Have a look and see if you are up for it.
My name is Chad Horenfeldt and I'm the Director of CS @kustomer. Kustomer is an omnichannel SaaS platform that is reimagining enterprise customer service. This is the mission of the CS team: We are the champions of our clients and their customers. We build trusted relationships by consulting with, educating and supporting our clients and by becoming an extension of their team. We've also just been acquired by Facebook which is exciting.
My focus as a CS leader is to not only make our customers successful but to help our team progress in their own careers. Have a look through the role and let us know if you are interested. NOTE: at the moment we are only hiring in the NYC areas.
About the Role
At Kustomer, we take our clients' experiences seriously. Our Customer Success team is on a mission to be industry leaders in providing an overall experience that delights our clients and ensures they achieve value from our platform. From the moment our Implementations team onboards our clients to our platform, our Customer Success team takes the lead in engaging our customers to ensure positive outcomes using Kustomer.
This Customer Success Manager role is all about making sure Kustomer's clients extract as much value out of our platform as possible. They help define the overall client strategy, drive product adoption, capture product enhancements, assist in resolving challenging technical issues, maintain high satisfaction levels and ultimately help secure renewals.
You'll be responsible for:
Managing a number of key customer accounts to maintain high satisfaction levels, adoption, expansion, and ultimately, renewal
Cultivating deep, trusted-advisor relationships with senior customer stakeholders and decision-makers
Understanding the Kustomer platform end-to-end and collaborate with Sales, Professional Services, Support, and Product to identify and communicate technical services and solutions
Resolving challenging technical issues and executing complex tasks including integrations and product configurations
Understanding what the business outcomes are for each of your named customers
Delivering regular customer business reviews and organizing success plans with your customers
Expanding our list of referenceable customers
Helping to improve our processes, policies, and values so as to deeply integrate Kustomer into our clients' everyday work lives
Articulating and documenting processes to create a scalable infrastructure for our Customer Success team
Influencing the direction of the Kustomer platform, funneling customer feedback into the Product organization while proactively helping customers understand how we're working towards solutions that meet and exceed their expectations
Acting as an advocate for the customer, quarterbacking the solving of complex problems within our organization and escalating when appropriate
Analyzing customer data to identify and propose new ideas and processes to prevent issues and increase product usage.
Owning any problems you discover and proactively driving forward solutions
May involve handling sensitive personal data
You possess a bachelor's degree in Business, Information Technology, Engineering, Computer Science or related field, or equivalent professional experience.
5+ years of customer success, professional services or technical account management experience with a technical (SaaS) product
Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates
Highly organized - a project management background is a plus
The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier
Ability to understand the features and use cases of the Kustomer platform. You have strong technical domain knowledge of two or more of the following: SaaS, CRM, CX/Support Software, APIs, SQL, Analytics or Programming (HTML etc).
Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications
The capacity for creative problem solving
Experience with advocating for your customers' needs within our organization and driving to solutions
Ability to use data and statistics to identify patterns and using them for enriching your recommendations for process/product improvements
This position will be located at our headquarters in NYC. Although we are all currently working remote, someday when it is safe, we anticipate returning to an office located in New York City.