Customer Success Manager II
PlayerLync, is a well-funded, high-growth start-up, and 2018 Colorado Companies to Watch Winner. We’re the leading provider of modern mobility solutions to top tier companies like Abercrombie & Fitch, Crocs, Southern Gas, Starbucks, and an array of professional sports teams including the Denver Broncos. We’re a high-performance, fast-growing team that is focused on making PlayerLync a rocket ship and epic success.
Job Description
As a Customer Success Manager II, you will work with the mid-market and enterprise segment of our customers. Your mission is twofold: (1) make sure your customers successfully adopt the PlayerLync platform, and (2) manage the retention of your accounts. You will manage relationships with multiple stakeholders, with the goal of understanding their needs and delivering value to those needs. You will help train and support your customers, while partnering with them to measure the app’s impact to their business. You will also deliver value-driven presentations, and pro-actively identify strategic ways to help your customers achieve greater success. And finally, you’ll collaborate with internal teams to represent your customers’ needs and get things done – including collaborations with Sales, Support, Product, and Marketing.
Why are you a good fit? Because at your core, you are fiercely dedicated to the success of your clients. You have been developing your customer success toolkit, and are eager to grow and learn quickly in this profession. And you’re passionate about expanding client use cases and growing our business.
Essential Duties & Responsibilities
- Own overall relationship with assigned clients, which includes ensuring adoption at scale, optimizing satisfaction with quick response times, improving retention, and uncovering upsell opportunities.
- Work with Customer Success team to achieve our NPS and net revenue retention metrics.
- Establish a trusted/strategic advisor relationship with each client and drive continued value of our products and services.
- Be a PlayerLync product expert and evangelist, able to provide advanced training and guidance.
- Develop and nurture customers for advocacy.
- Create sales orders for renewals, and negotiate agreements with customers.
- Advocate customer needs/issues cross-departmentally.
- Constantly look for ways to make the PlayerLync Customer Success team best-in-class.
Qualifications
- 3-5 years of experience in Customer Success or equivalent history of servicing customers directly.
- At least 3 years of experience in managing enterprise customer stakeholders, including executive leaders.
- Proven track record of strong net revenue retention with your customers at a SaaS company.
- Experience with multi-unit restaurant and retail companies is a plus.
- Impeccable written and verbal communication skills.
- Strong technical skills, including knowledge of IT networks, mobile apps, cloud environments, and basic coding.
- Experience with Salesforce and Desk platforms (or similar CRM/Support solutions).
- History of using Customer Success systems is a plus.
- Experience in creating Customer Success workflows, templates, and playbooks.
- Proficient in Office software, including basic data analysis in excel.
- Hardcore about getting things done, while at the same time maintaining a spirit of collegiality and vibrant sense of humor.