Job Summary:
The Customer Success Manager (CSM) reports to the Head of Customer Success and is responsible for building and maintaining strong relationships with customers, ensuring they are satisfied with our products or services, and maximizing the value they get from the partnership. This individual is responsible for ensuring customer satisfaction and success while also managing the successful delivery of projects. You will serve as the main point of contact for clients, guide them through the entire project lifecycle, and ensure their needs are met from initial onboarding to ongoing support. You will also drive internal teams to deliver projects on time, within scope, and within budget.
Primary Responsibilities:
- Relationship Management: Cultivate and maintain deep relationships with approximately 30 mid-market and enterprise customers generating a combined annual recurring revenue of $3 million. Build and maintain strong, long-term relationships with clients. Understand their business needs and provide proactive solutions to maximize the value they derive from our product and services.
- Customer Onboarding & Integration: Lead the onboarding process for new customers, ensuring a seamless transition and full adoption of the product or service.
- Project Planning & Execution: Develop and manage project plans that align with customer goals, timelines and expectations. Oversee the execution of these projects, ensuring timely, on-budget delivery with high-quality outcomes. Provide regular status updates to clients and internal teams, ensuring alignment across all stakeholders
- Meeting Key performance indicators (KPIs) / objectives and key results (OKRs): Manage the business against adoption, retention, upsell or cross sell, and customer success qualified leads goals.
- Customer Retention & Expansion: Proactively identify opportunities for account growth and retention. Drive contract renewals, upsell, and cross-sell opportunities in collaboration with the sales team.
- Cross-Functional Collaboration: Collaborate closely with sales, marketing, product, engineering, and other teams to ensure a seamless customer journey.
Qualifications:
- Bachelor's degree in Business, Marketing, Project Management, or a related field.
- 3+ years of proven success in a customer-facing role, such as Customer Success, Account Management, or Project Management
- 3+ years experience working in the SaaS industry, ideally supporting data governance or semantic technologies for the Fortune 500.
- Excellent communication, organizational and time-management skills
- Ability to effectively convey complex technical concepts to a variety of audiences, including executives, technical teams, and end-users
- Proficiency in CRM software (e.g., Salesforce, HubSpot) and project management tools (e.g., Asana, Jira, MS Project).
- PMP (Project Management Professional) certification or similar project management credentials preferred but not required.
What we offer:
- A collaborative and supportive team environment.
- Opportunities for professional development and career growth.
- Commitment to diversity and inclusion.
- Established Industry Leader in Enterprise semantics technology
- Remote Work Environment: EST time zones preferred
Benefits:
- Medical Benefits, Short and Long Term Disability, and Life Insurance
- Retirement plans (e.g., 401(k))
- Paid time off (PTO)
Working at TopQuadrant is best exemplified by our values:
- Possibility (aka the “Why Not” mentality): We embrace new ideas and ways of thinking because we never let an opportunity to “level up” pass us by. Piloting and testing good ideas will keep us learning. In general, moving faster is better.
- Humility (aka “Gate check your baggage”): Best ideas win. We check our assumptions and our egos at the door. Titles, the “the way things were,” or “should have been” just don’t matter. The best ideas focus on the greater good. When in doubt, customers (and customer value) know best.
- Ownership: Finish lines matter. We expect ourselves and each other to step up and own processes and outcomes to completion. We give credit, let decision makers decide, ask for and give feedback, point fingers inward first, examine every cost, and never make excuses because that’s what makes great teams great.
- Partnership: Customers value us because we provide them with superpowers they’ve never had. We do not simply provide a product or service; we engage as equal partners in their solution. We influence the outcome and express our expertise and opinions unapologetically. And when we succeed, we share in the value we deliver because we value our time, our technology, and ourselves.
- Teamwork: Be the person you’d want to work with. Build each other up.