About the Role

REMOTE IN PORTLAND OR; DALLAS TX; KANSAS CITY

The Customer Success Manager (CSM) is actively involved with and takes ownership of customer relationships, promotes software adoption, addresses customer issues, identifies new business and Professional Services opportunities, and builds and confirms the value of RFPIO solutions on an ongoing basis to secure customer renewal and growth. Customer Success Managers oversee the relationship with RFPIO's customers for the duration of their contract(s) and are absolutely customer obsessed.

Customer Success Managers, at all levels, are the primary point-of-contact for our customers. CSMs function as trusted advisors who provide ongoing support and facilitate customer success and user adoption to maximize the value RFPIO brings to our customer's business operations. This position advocates the needs of the customer to all internal RFPIO teams.

Essential Functions:

• Maintain consistent and consultative interactions with RFPIO customers via email, phone, video calls, and where appropriate, in-person meetings to understand customer health and their overall usage, successes, and challenges with the system

• Reduce customer churn by building long term loyalty and trust

• Utilize customer success platform (Gainsight) to monitor platform adoption, keep complete internal records, and maintain open lines of communication with customers

• Manage and negotiate renewal agreements with current customers

• Drive overall customer satisfaction with RFPIO through strategic action derived from surveys, phone conversations, user input sessions or customer advisory board meetings

• Optimize engagement plans with collaboration from various internal RFPIO teams

• Engage customers with the intent to identify additional revenue generating opportunities

• Identify critical topics, plan, and execute ongoing training webinars

Other Duties:

• Facilitate kick off meetings and engage with customers on a regular basis

• Train and provide assistance to customer's administrative staff

• Sell professional services to established clients

• Engage sales team resources to identify additional revenue generating opportunities

• Assist with onboarding of new Customer Success Managers

• Build resources for customers to improve their experience with RFPIO

• Other duties as assigned

Experience:

• 1-3+ years of customer success management, sales account management or customer-facing related experience

• 1-3 year experience in a procurement or purchasing department running RFx projects internally a plus

• Experience working with Mid-Market clients, with multiple key account stakeholders

• Experience with customer analytics platforms preferred (ex. Gainsight, ChurnZero)

• Experience with Salesforce and/or Gong is a plus

• Associate or Bachelor's degree preferred

Knowledge & Skills:

• Self-starter with a proven track record of driving customer success in SaaS companies and/or project management and driving adoption of technology within an organization

• Ability to multitask, prioritize, and scale

• Zealous about customer success and driving customer value

• Highly data-driven with a commitment to reporting on customer usage, adoption, support tickets, testimonials, and product feedback

• Strong presentation, excellent verbal and written communication skills

• Flexible, adaptable team player with strong interpersonal skills

Compensation range for this role is $72,000-$94,000 On-Target Earnings (base + bonuses), depending on experience and location