The customer success manager role started on a simple promise of transforming customer engagement from a traditional ‘reactive’ to a ‘proactive’ mindset. Today the roles have expanded. They have taken over many new responsibilities and proudly form one of the main pillars of ‘growth’ within a SaaS organization.
Here’s what being a Customer Success Manager at POPcodes is all about.
Job Description: A key player in our team, the Customer Success Manager is directly responsible for building and maintaining long lasting, win-win relationships with our Push Button Services Customers; Tier 1 Merchant Acquirer and/or their Independent Sales Organizations (ISOs).
As a Customer Success Manager (CSM) at POPcodes, you’ll work closely with our sales and product development teams, and with the customer’s business and technical stakeholders.
Your primary job is to ensure that our award winning and innovative solutions:
1. Are implemented on schedule
2. Fully support the agreed to use cases
3. Meet or exceed agreed to Return on Investment (ROI) and other key performance indicators.
The CSM is the critical link between our internationally recognized customers and our internal team. You’ll be a central point of contact to ensure that our customers (and in turn, their merchants) are satisfied with the services received, and for collecting and communicating what we, our platform, and/or our partners might need to do to improve.
Our CSMs take a hands-on, collaborative approach and thrive in an agile, innovative working environment. The role requires working directly with project champions, stakeholders, systems administrators and users to ensure the customer achieves their desired outcomes. They will work in a dynamic, cross-functional team and are expected to provide continuous feedback to other areas of the organization, including; marketing, sales, and product, on how we can improve the customer experience.
Anticipated roles and responsibilities include:
Support late-stage sales efforts
Contribute to key deliverables for late-stage prospects and existing customers, including, Master Agreements, SOWs, Project Plans, Requirements Documents, and SLAs.
Configure and deploy demo versions of our workflow automation solutions to demonstrate their ability to meet their sales and support automation, and merchant retention goals.
Manage and facilitate our customers’ implementation of our platform
Onboard new customers, managing the successful launch of our solution through a series of project milestones, including; use case definition, technical readiness, business readiness and merchant awareness phases
Manage customer expectations and driving agreed to outcomes, even when deliverables and/or resources are not in our direct control
Provide technical support to new customers in the initial configuration. testing and deployment of our solution
Train administrators on how to leverage our platform’s unique automation capabilities
Manage and grow customer relationships
Create loyalty and retention through customers’ on-going expansion of the Use Cases supported and data collected through the PBS Platform
Proactively broadening relationships with customers, never being single-threaded on one champion
Analyzing utilization data to help proactively identify issues, define next steps and craft success stories
Skill & Experience Requirements:
2+ years of customer success experience at an enterprise software, services or payments company
Strong verbal and written communication skills are essential
Ability to quickly learn software capabilities and apply business process automation techniques.
Customer escalation management
Ability to smoothly handle rapid shifts in position or plans
SaaS experience is preferred
Occasional, international travel is required
References must be provided and background checks may be required
Compensation and Benefits:
Base Salary – up to $50,000 / Year
Bonus / Commission – up to 10% of incremental revenue generated from assigned customers
Flexible work schedule and remote work opportunities (based on customer needs)
10 Vacation Days + 10 Statutory Holidays
After 90 days
Eligibility for Employee Stock Option Program (ESOP)
Supplemental Health, Dental, Vision and Life Insurance
Up to $2,500 / year for professional development