Customer Success Manager
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Posted about 4 years ago
We’re looking for an experienced customer success pro to be the first Customer Success Manager supporting our brand-new product, Rise.com. Our Customer Success Team will work with Rise.com customers post-sale to ensure they get continued value from their investment, expand their use of Rise.com, and renew their Rise.com subscriptions.
The Customer Success Manager (CSM) will execute customer success plays and build relationships with a set of target customers in order to onboard them, drive product adoption and satisfaction, secure renewals, and expand our footprint within accounts.
To succeed in this role, you must have a deep understanding of our customers and be an expert in messaging and positioning to communicate the value of Rise.
What you'll do when you're here:
- Support growth accounts and execute high-touch customer success plays.
- Identify and capitalize on upselling and cross-selling opportunities, developing effective, customer-specific outreach strategies that expand the account.
- Meet key performance indicators around churn rates, customer satisfaction scores, and renewal rates and revenue.
- Understand key metrics to help refine and optimize our customer success strategy.
- Be the voice of the customer internally to resolve customer challenges.
Skills and experiences you'll bring when you join us:
- 5 years’ experience working in a customer-facing role required; experience in building a newly formed customer success function is a plus
- Sales experience is also a plus
- Excellent customer service skills and a knack for developing strong customer relationships
- Ability to lead with a customer mindset and continuously connect their key pains and requirements to specific product features, benefits, and value propositions
- Naturally curious, with excellent critical-thinking skills
- Resilient and adaptable, and thrives in a fast-paced environment
- Excellent verbal and written communication and presentation skills
- Can work independently while also functioning and contributing as part of a team
- Ability to learn new technology
- Experience with Gainsight and Salesforce is a plus
- Positive, empathetic, driven, collaborative, flexible, and confident
About Articulate
Articulate is a highly successful, fully remote software company that’s changing the way the world learns. Our award-winning e-learning tools are used by 98,000+ organizations across the globe to create engaging online and mobile courses. Our customers include 93 of the Fortune 100 and 19 of the top 20 U.S. universities. And our online community of 800,000+ members is the largest, fastest-growing community in the industry.
We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We’re all free to exercise our crafts the best way we know how to reach our goals as individuals and teams. Each and every one of us is focused on producing results that directly impact the company’s success. And we all strive to do what’s right by people, both internally and externally, instead of taking the shortest route to the highest profits.
We honor people’s humanity in all of our disparate experiences and social locations, accepting each person as an individual with a story worth listening to and honoring. We believe that honoring everyone’s humanity means being committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are an equal opportunity employer and invite applicants to voluntarily disclose their race and gender on our application form to help us create a diverse company. This voluntarily disclosed information will not be shared with any hiring manager and will be kept in confidence by the Articulate human resources department and executives who are not hiring for this position.