Client Success Manager

| Greater Boulder Area
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Who We Are

Since 2001, CampMinder has been creating fast, intuitive, web-based systems to streamline summer camp business operations. The company works with over 900 of the industry’s leading camps, throughout the United States and beyond. Based in Boulder, CO, CampMinder fosters a purpose-led, core values-driven culture and aspires to create “a world where work is fulfilling and life is fun.” For the third year in a row, CampMinder has been recognized as one of Outside Magazine’s Best Places to Work in America and in 2019 was named one of INC. Magazine’s Best Workplaces. Please visit http://www.campminder.com/culture/ for more information.

About the Position

The Client Success Manager (CSM) will report to the Manager of Client Success and work closely alongside a team of other Client Success Managers and Implementation Success Managers. 

Our clients have dedicated their lives to giving future leaders the summer of a lifetime, and we are fortunate to serve them. In this role, you’ll be partnering with these camps to help them get the most out of their relationship with CampMinder. This starts with enabling maximum value from the platform, as well as helping them improve their internal processes, reach business goals, and, ultimately, spend more time creating a great experience for campers.

The responsibilities of this role vary by season, reflecting the rhythm of our clients’ work. From September through March, you’ll work closely with Implementation Success Managers to onboard new clients, while the rest of the year you’ll help ensure clients’ ongoing success and manage relationships with them to keep them engaged and on board.

Here’s what you’ll do in this role:

  • Own the full life cycle client relationship. From onboarding a brand new camp to coaching on camping best practices, you’ll be responsible for all major steps in the client life cycle. Each step is guided by CampMinder’s core values and our commitment to world-class service.
  • Act as the voice of the customer. Through tracking of key data points and gathering customer feedback, the CSM Team is responsible for echoing the voice of our clients to internal stakeholders, ensuring product decisions are made in their best interest.
  • Maximize utilization. CampMinder has many incredible features and value propositions for our client base. CSMs will seek to understand the “why” behind each specific business goal and encourage the use of all appropriate features and best practice.
  • Own client satisfaction and retention. The CSM is responsible for a portfolio of 150-250 clients, cultivating positive relationships, and mitigating the risk of cancellations or downgrades. You’ll be on the look-out for opportunities to strengthen these relationships.
  • Manage account set-up and maintenance. Working closely with other client-facing teams, CSMs are responsible for setting up client accounts and managing any significant changes during a client’s lifecycle. This includes initial set-up, data imports, activation of new services, and electronic payment processing.

The successful candidate will have :

  • The ability to communicate masterfully with all internal and external stakeholders, from camp counselors to CEOs. You put careful thought into your emails, phone calls, and face-to-face conversations, presenting information in a way that is polished, tactful, and clear.
  • Proven organizational skills. This means being able to quickly prioritize tasks, stay on top of your to-dos and remain true to your deadlines even in the busiest season.
  • A huge heart for camp & camp people. You’ll strive to understand each camp’s unique mission, and how we can positively impact that mission. You’ll apply your background knowledge in camps and/or software to understand their needs and make suggestions. 
  • The ability to build positive relationships with clients and colleagues.  Not only do you strive to quickly build a meaningful foundation with others, you enjoy finding ways to make their work/life easier and more enjoyable! 
  • Make data-driven decisions.  You’ll analyze client data and feedback to make a case for positive change to the platform, processes, and the future of client success.

And bonus points for any of the following: 

  • Previous experience juggling a portfolio of clients
  • Familiarity with SalesForce, Rally, Wootric and TaskRay
  • User experience with CampMinder or other camp software
  • Technical support or CSM experience in the SaaS (Software as a Service) industry
  • Experience in a year-round camping position
  • Experience creating, managing, and delivering complex projects
  • Having attended industry conferences as a speaker, facilitator or vendor
  • Existing connections within the camp network

CampMinder Employee Benefits

  • Amazing co-workers and leadership
  • Focus on learning and growth
  • Medical, dental, and vision coverage
  • Paid parental leave for all new parents
  • Company-paid disability and life insurance
  • 401(k) with 4% company match
  • Trust-Based PTO and nine paid holidays
  • Monthly wellness allowance
  • Company-provided fresh fruit and snacks
  • Dog-friendly office

If this sounds like a fit, we look forward to hearing from you! We'd love to see your application include a cover letter that details your interest in this opportunity at CampMinder!

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Location

CampMinder empowers their 'Minders to choose how they work best. Depending on which option they choose: Mostly at home, Some at the Office, Mostly at the Office, CampMinder equips them to be successful. Our office in Boulder is located near walking/biking paths, breweries, and coffee shops!

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