Customer Success Manager

| Greater Denver Area
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Convercent’s Customer Success Managers partner with our strategic accounts to ensure they unlock the value they expect from their investment in Convercent. Our CSMs are hyper-focused on delivering revenue retention and growth through alignment, adoption, and world-class customer engagement.  Our CSMs work with customers across the lifecycle of their engagement with Convercent, from initial onboarding to ongoing organizational adoption. Our customers come to Convercent because they want to drive ethics to the center of their businesses; our CSMs help them get there.

Our Customer Success Managers understand the value of nurturing customer relationships. You will be responsible for engaging with customers post-sale, driving user adoption, account expansion, satisfaction and retention. Internally, you’ll serve as an important voice of the customer by providing feedback to various functions across the business—you understand your role to sift through customer requests to identify what is most important, and you are comfortable with the uncomfortable conversations to maintain an open and honest relationship with our clients. You will be expected to understand the customer’s use cases and become their trusted advisor, ensuring they stay and evolve with Convercent. You will be curious, a critical-thinker, and understand your role in aligning your customers’ objectives to measurable outcomes. You will help us create more ethical businesses, one customer at a time.

Key Responsibilities:

  • Understand your customer: decipher the cultural, business, and tactical needs that brought them to Convercent and align our engagement to delivering value against those needs
  • Manage and effectively navigate post-sales activity for Convercent customers through strong relationship-building, understanding of business context, planning and execution
  • Manage an account portfolio to a NetARR outcome: balance retention and growth in a way that aligns with Convercent’s revenue strategy
  • Take ownership of assigned accounts and collaborate with the team to exceed growth and retention targets
  • Identify and drive growth opportunities by facilitating business conversations, delivering product demonstrations and navigating objections in securing the business
  • Increase customer retention by conducting regular health checks, business reviews, identifying creative solutions and working with internal teams to meet or exceed customer expectations
  • Maintain a regular cadence with accounts and key stakeholders to identify churn risk to work proactively to eliminate risk factors
  • Own and execute Customer Business Reviews to inform internal and external alignment with customer priorities.
  • Be the voice of the customer and provide feedback on how Convercent can better serve our customers and future of the business
  • Work with customers to monitor critical tasks and key performance indicators that are measurable and monitored throughout the customer life cycle.
  • Maintain product expertise across the Convercent solution

Skills & Qualifications:

  • Prior experience in Customer Success, Account Management, or equivalent history of increasing customer satisfaction, adoption, and retention
  • Experience managing account portfolios to revenue goals (retention and growth)
  • Highly motivated, self-starter with a passion delivering the best possible customer experience; ability to multitask in a fast-paced environment with an exceptional attention to detail
  • A documented and clear history of being a team player, contributor and positive person and thinker
  • Experience working with SaaS solutions with an enthusiasm for technology and demonstrated technical aptitude
  • Excellent communication, interpersonal skills and eloquent writing skills
  • Empathy and a unique ability to understand customer needs
  • Ability to travel internationally
  • Incredible relationship management, analytical, and critical-thinking skills
  • Minimum 2 years in a prior customer success role or similar specific account management experience in a high-performing company
  • Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation
  • An ambitious person who takes the initiative to get things done – be able to thrive in the dynamic environment that comes with a high-growth startup

Compensation and Benefits:

The salary and variable compensation ranges provided here are just that—a range! The offer that is ultimately extended is based on level of experience, skillset, certifications and education. 

  • Compensation: $82,000 - $85,000 base salary + variable compensation
  • This position includes unlimited time off, comprehensive benefits package (including medical, dental, vision), monthly tech stipend, company-paid sabbatical at five years of service, and stock options.

About Convercent:

Bringing the transformative power of the cloud to the compliance and ethics industry, Convercent's award-winning SaaS solution empowers our customers to be more effective and efficient in managing their compliance efforts. With an inclination towards innovation, Convercent is helping our customers raise the standard—and expectations—for how companies safeguard their financial and reputational health.  

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Why are we asking you for this information? We are committed to be a more diverse, inclusive, and equitable workplace. If you choose to fill out these demographic questions, your response will help us identify how we can improve our hiring process to support a more diverse workplace.

Completion of these questions is entirely voluntary. Your responses, or choice not to respond, will not be associated with your application for this role, will not be used in making any hiring decisions, and will be recorded and maintained in a confidential file.

Hiring from a wide variety of backgrounds is important to us, because our customers and their employees come from a wide variety of backgrounds. Individuals seeking employment at Convercent are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases

Location

RiNo/Cole @Industry Rino Station

An Insider's view of Convercent

What’s the vibe like in the office?

Convercent is a highly collaborative environment. I absolutely love that I can be in the kitchen, bathroom, or walking around and I will bump into people from all different departments and have really meaningful conversations. I really enjoy the people I work and interact with everyday!

ToniAnn

Manager, Event Marketing

What's the biggest problem your team is solving?

The process of ingesting data from our customers can be difficult and lengthy. Team Massive is working on a new implementation that can import multiple large files simultaneously and at a faster rate.

Merlin

Sr. Software Engineer

How has your career grown since starting at the company?

It's taken me down a path I would've never expected when I joined the team as an SDR five years ago. But that's one of the great things about Convercent. People have the opportunity and are supported to take their careers in so many different directions.

Patrick

Director, Learning & Development

What are Convercent Perks + Benefits

Convercent Benefits Overview

Convercent offers a comprehensive and competitive benefits package which includes: Healthcare (we pay 90% medical, dental and vision for employees), Unlimited PTO, Paid family leave (12 weeks for moms and 4 weeks for dads, spouses, or partners), Stock options, and a Monthly technology stipend

Culture
Volunteer in local community
Food for Thought Amp the Cause The Epworth Foundation
Friends outside of work
Eat lunch together
Intracompany committees
Culture Club BLM Task Force Guide Program Mentor Program
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Unconscious Bias Training Diversity Metrics Reported to our Board
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
From virtual yoga and wellness practices to virtual 5K races, we support team workouts.
Mental Health Benefits
EAP Support Groups
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Role-based performance bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Convercent provides up to 4 weeks of parental leave for new parents.
Flexible Work Schedule
Convercent provides employees with a flexible work schedule that empowers them to balance work and life.
Remote Work Program
Convercent's remote work program supports employees working from home.
Family Medical Leave
Company sponsored family events
Convercent typically brings employees and their families together for the annual Summer Bash celebration. During quarantine, we have hosted a virtual talent show for teammates and their families!
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Eligible employees get 5 weeks of paid sabbatical after 5 consecutive years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
We support team building during Quarterly Business Planning and our annual HeartBeat event.
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Customized development tracks
Paid industry certifications
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