If you are looking for an exciting opportunity to join an award-winning global team, leading the charge in the cx universe, and work for an organization listed on the 300 best employers for women forbes list, we want to hear from you! we are looking for a talented, ambitious customer success manager who is not afraid of taking the lead with a human, bold, & invested attitude! you will hit the ground running to help us get customers engaged and as excited as we are about improving the experiences at the intersection of value—where customer, employee, and business needs meet.
The customer success manager is the face of the company to our customers, which represent many of the world’s best brandsThe right candidate will be responsible for ensuring customer satisfaction and support with a can-do attitude! you will utilize account intelligence to drive best practices throughout the customer lifecycle, ultimately achieving world-class growth and retention of their assigned book of business.
Our customer success managers (csms) strategize with their clients to align with their company’s ambitions and goalsThe csm also collaborates with customer success directors (csds) in defining organizational goals and strategic plans to ensure both customer longevity and systematic business growthSuccessful csm’s will be great at executive engagement with clients, and collaborating with a team that drives retention and growth by delivering a world-class customer experience for inmoment’s clients.
Highly welcomed skills
The customer success manager (csm) is the day-to-day point of contact for strategy, program updates, recommendations, and the execution of the quality assurance processCsms specialize in product knowledge, cx strategy and best practices, organization and delivery of key deliverables, and connecting clients with other members of the inmoment support teamThe csm assists with training end users and ensures high adoption and engagement rates, manages all technical documentation (e.g., user roles and responsibilities, project plans), and communicates the technology roadmap and platform updatesThe csm is responsible for conducting regular business reviews formally with the client to identify future business needs and create a continuous improvement plan to align with clients’ business initiatives.
Customer success managers typically have 8-10 years of experience across technology management, marketing research and customer experience management practicesCsms often have pmp, cxpa, or other credentials demonstrating their commitment to helping clients with best practices in delivering against cx goals and aligning those goals to business initiatives.
Have an understanding of customer’s business priorities, overall market landscape, and organization and ability to develop executive-level relationships to map and link every part of the program to an effective action; closed loop, upsell, cross-sell, rescue to deliver roi.
Oversee the development, administration, and analysis of experience improvement programs, ensuring ongoing value to our clients in helping them execute against their business strategies.
Be the voice of the customer, conduct regular business reviews to recognize positive outcomes, stay coordinated on open items, and make recommendations for how customers can drive experience improvement, across a variety of sources and channels, in more ways, and with broader business applications using inmoment’s solutions.
Coordinate the resolution of customer issues.
Achieve gross retention and growth targetsDrive renewal readiness efforts related to account prioritization activities and alignment of necessary organizational resources to support renewal motion requirements.
Be invested in making a positive impact: on your personal development, on your team, on your customers, and on the company.
Desired natural attributes (inmoment dna!)
You live and breathe customer service and demonstrate a customer-first attitude at all timesYou have an enthusiastic and optimistic outlook on life in and out of the workplace
Communicates, if not over-communicates, effectively and effortlessly with internal and external stakeholders
Exceptional interpersonal and decision-making skills
Loves working in a super collaborative, high-tech, fast-paced environment and doesn’t mind getting their hands dirty - working shoulder to shoulder across teams to help inmoment’s growth trajectory
Inspirational team player, colleague, and culture champion within inmoment
5+ years experience in customer success, account management, sales, consulting, and/or professional services with enterprise clients
Bachelor’s degree (or equivalent) or higher preferred
Background in customer experience, software or technology preferred
Proven management and achievement of retention and growth goals
Experience working with a technical customer base and understanding of corporate it projects and processes
Exceptional written and oral communication and presentation skills to senior-level executives, both internally and with clients
Experience developing executive-level customer relationships to drive value, influence client thinking and decisions at a senior-level
Demonstrated experience working independently with minimal supervision
Proficiency to manage projects and perform as a team player and leader
Aptitude to resolve complex and diverse issues, and meet deadlines
Strong mathematical, quantitative, and analytical skills
Ability to see patterns in data, and to “tell stories” with the findings
Proficient with google suite (gmail, sheets, slides, forms, etc)
Reports to client success director
At inmoment, we believe inclusion and diversity are essential to our successOur favorite core value is “human” and demonstrating respect and open-mindedness toward others is central to our cultureSimply put, leave your mark is the brand of inmoment’s culture, but it’s also more than that—it’s a selfless way of living in all areas of lifeEvery moment offers a new opportunity to make an impactWe take deliberate action to make the lives of our families, teammates, clients, and community better within every interactionThe question is, what mark will you choose to leave?
We thank all those who apply, however, only candidates selected for an interview will be contacted.
**please no phone calls and no agencies/recruiters - this is a direct hire**