Sr. Customer Success Manager
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 Senior Customer Success Manager, you will work with the mid-market and enterprise segment of our customers. You will help train and support your customers, while partnering with them to measure the app’s impact to their business. You will review and assess customers' progress and offer recommendations based on results. Ensure highest customer satisfaction and return on investment while enhancing customer experience. Define business objectives for the customer and develop a strategic direction for success. Act as point-of-contact for customers, advocating for their interests and giving voice to feedback. Identify opportunities within these organizations for either usage by additional departments or the adoption of additional services. 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.
- Regularly interfaces with senior management and executive leadership through out the company and with customers.
- Plays a role in overall strategic planning of Customer Success group.
- Provides advice and counsel to the organization in area of expertise.
- Will quickly become a subject-matter leader in the department.
- 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
- 8-10 years of experience of related professional experience.
- At least 4 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.