Customer Success Manager
- Build and maintain strong relationships with a portfolio of customers, ensuring their long-term success with our platforms.
- Serve as the primary point of contact for customer questions, issues, and feedback.
- Monitor customer health metrics and proactively address concerns to reduce churn risk.
- Deliver product training, webinars, and ongoing support to increase user engagement and satisfaction.
- Conduct regular check-ins and business reviews to ensure the solution is meeting clients' needs.
- Collaborate with Sales, Product, and Support teams to advocate for customer needs.
- Identify opportunities for upselling and expansion by understanding customer goals and challenges.
- Maintain accurate records of customer interactions, usage trends, and renewal timelines.
- 5-7 years experience in Customer Success, Account Management, or related client-facing roles, ideally in a SAAS environment
- Strong interpersonal and communication skills with the ability to build rapport and trust with clients
- Proven track record of managing multiple accounts and priorities in a fast-paced environment
- Proficiency with CRM systems (HubSpot preferred)
- A customer-first mindset with a passion for helping others succeed
- Ability to analyze customer data and usage trends to drive engagement and retention strategies
- Experience working with clients in the government sector a plus
- Skip the commute! We are a flexible, remote-first team with an office in Charlotte, North Carolina. We prioritize work-life balance for all employees, and we provide work equipment as well as a monthly internet stipend.
- Generous health coverage including medical, dental, vision, and short- and long-term disability coverage.
- Flexible vacation and generous time off - we have an unlimited PTO policy with no accruals, so no need to worry about 'use it or lose it'!.
- 401k Matching - FacilityONE provides a 4% match on 401(k) contributions to help our employees invest in their futures.
- Employee-recognition - we want everyone on our team to feel welcome and appreciated, so we encourage recognition of our peers for a job well-done or going above and beyond!
- Annual Wellness Benefits, which can be used towards gym memberships, fitness classes or apps, workout equipment, etc.
- "Furternity" Leave - we understand that pets are an important part of our employee's lives. Personal time can be used to adopt or care for a furry friend.
- Mindful Collaboration We value thoughtful honesty, treating each other with respect as a cohesive team, and embracing both victories and failures.
- Creative Problem-Solving We believe that for every problem, there is a solution, especially with great teamwork, out-of-the-box ideas, and imaginative thinking!
- Ambitious Success We challenge ourselves as a growing organization to excel by setting goals, prioritizing accountability, and recognizing results.
- Ownership As a team, we emphasize taking ownership and proactively address our customers challenges.
- Growth mindset We are always looking for ways to improve and grow; we have an open culture and a leadership team that values communication and feedback
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