Client Success Manager
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Role Description
The Client Success Manager (CSM) is the primary relationship owner and account contact for an assigned subset of YourMembership clients. A CSM is responsible for establishing and maintaining a healthy relationship between YourMembership and assigned clients. Healthy relationships result in:
- Adoption: clients’ successful use of YourMembership to meet their organizational needs
- Retention: on-time subscription renewal with appropriate price increase
- Account expansion: adding YourMembership features and services + adding other Momentive Software products
This is accomplished through:
- Discovering and understanding clients’ needs
- Creatively generating solutions for those needs through YourMembership and other Momentive products and services
- Skillfully communicating via videoconference, phone, and email
- Negotiating contract details to win deals
DUTIES & RESPONSIBILITIES:
- Contribute to a positive team culture centered on serving clients
- Own and foster the relationship between YourMembership and assigned clients, serving as the primary account contact and escalation path
- Drive client retention (renewal) through proactive and responsive communication, creation and communication of solutions, and explanation and negotiation of contracts
- Drive client expansion through identification of needs, creation and communication of solutions, and explanation and negotiation of contracts
- Drive client satisfaction and success through proactive outreach, utilization and account reviews, and responding to client challenges, complaints, and survey responses
- Maintain accurately the status of each client's renewal opportunities, expansion opportunities, and overall health and sentiment using Salesforce and established processes
- Gather feedback from clients about their experience with YourMembership’s product, support, and services, and share that feedback with relevant team to contribute to improvement of the experience for all clients
- Complete continuous learning and maintain an expert-level knowledge of the product platform and industry best-practices
- Follow established processes for the client success team and provide input to improve those processes
- Collaborate with team members to meet other company objectives
Qualifications
- At least 5 years of experience in areas related to Momentive’s business: client success, account management, sales, or services, especially in a SaaS context
- OR at least 5 years of experience in areas related to Momentive’s client base: associations, membership organizations, nonprofit organizations, especially in management
Requirements
- Expert knowledge of the YourMembership product platform, or ability to gain it through training
- Ability to use client relationship management software; experience using Salesforce is a plus
- Ability to use or learn Microsoft Office tools: Outlook, Teams, Excel, PowerPoint, Word
- Demonstrated teamwork skills and ability to influence peers and leaders in a positive way
- Excellent verbal and written communication, organization, and follow up skills, including comfortability communicating with executives and other decision-makers
- Excellent judgement in decision-making, especially when balancing the needs of clients, team members, the company, and other stakeholders
- Proven ability to handle a high-volume of assigned clients, multiple tasks, and meet deadlines with minimal supervision
Benefits
- Medical, Dental & Vision Benefits
- 401(k) Savings Plan & Company Match
- Flexible Planned Paid Time Off
- Generous Sick Leave
- Casual Environment
- Purpose-Driven Culture
- Work-Life Balance
- Passionate About Community Involvement
- Company Paid Parental Leave
- Company Paid Short Term Disability
- Remote Flexibility