Customer Success Manager
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Posted over 4 years ago
LexBlog is seeking a Customer Success Manager to own the customer experience from beginning to end.
An ideal candidate has a background in customer service, understanding that customer success is part of the sales and retention cycle in a subscription revenue company, and a keen interest in blogging and social media.
Specific responsibilities include:
- Be the trusted advisor and advocate for LexBlog customers
- Post-sale member onboarding (get our users up and running and using our products), including some strategic consulting, project management and configuration of products per customer specifications
- Assisting members in getting value from LexBlog products through “blogging done right” teaching, check-ins, and feedback
- Contributing to the ongoing maintenance and activity of on-demand resources–including in-platform help, written and video tutorials, community forum, knowledge base, and webinars–to assist members achieve their desired outcome through blogging and use of LexBlog products
- Maximize renewal rates, and develop and implement a framework to identify and minimize churn
- Earning member trust on behalf of LexBlog to build their continued loyalty to use our products and associated services (as a result of your efforts, members should feel they get substantial value using LexBlog)
- Participating in transparent reporting and tracking of customers via in-house metrics
- On-field product management, bringing intelligent product feedback and recommendations from users back to the LexBlog Product team
At a minimum to qualify for this role you need:
- 3+ years of relevant experience, with experience at a SaaS or software subscription business models
- Experience with SaaS solutions; user adoption and project management experience is a plus
- Strong analytical and problem solving skills; ability to think on your feet and respond quickly and confidently to customers in uncertain circumstances
- Strong presentation skills, excellent verbal and written communication skills including the ability to facilitate meetings and host webinars
- Strong organizational and time management skills with the ability to manage multiple projects simultaneously; able to work independently
- Experience managing different types of customers (users) with different management needs (e.g. large versus small accounts, different markets, etc.)
- Experience gathering intelligent product feedback and recommendations from customers
You will own this role if:
- You love serving others
- You like having fun
- You like growing
- Have a passion for blogging and social media
- You like working with company leadership on a regular basis
- Have a ton of energy
- You are organized and systematic to a fault
- You like people and enjoy meeting new people
- You are a good writer
- You know done is better than perfect
- You do what it takes
- You enjoy teaching, training, and/or coaching