Job Description

Customer Success Manager

Location: Redondo Beach, CA
Salary: $60,000 base + $15,000 commission

Company: Instant InfoSystems

Job Summary:
We are seeking a Customer Success Manager (CSM) to join our dynamic team. The CSM will play a vital role in managing customer relationships, ensuring satisfaction, and driving product adoption. This position is perfect for a customer-centric professional who excels in building strong, long-term relationships and is passionate about maximizing customer success.

Responsibilities:

• Serve as the primary point of contact for key customers, fostering strong relationships.
• Proactively engage with customers to understand their goals and challenges, offering tailored solutions.
• Drive customer retention and satisfaction by delivering exceptional service and support.
• Gather and communicate customer feedback to internal teams for product and process improvements.
• Collaborate with internal teams to address customer needs and ensure smooth service delivery.
• Develop and implement customer success strategies to increase product adoption.
• Monitor key customer health metrics and provide regular reports to leadership.
• Advocate for customers within the organization, ensuring their needs are prioritized.
• Conduct onboarding sessions, training, and regular check-ins with customers.
• Identify upselling and cross-selling opportunities to enhance customer engagement.
• Manage customer escalations and resolve issues in a timely manner.

Qualifications:

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 3+ years of experience in customer success, account management, or customer service.
• Strong ability to analyze customer data and trends to identify opportunities for improvement.
• Excellent interpersonal, communication, and problem-solving skills.
• Strong organizational and time management skills, capable of handling multiple accounts.
• Familiarity with CRM tools, customer success platforms, and analytics software.
• Solid negotiation skills and ability to manage complex customer accounts.

Preferred Skills:

• Experience in SaaS, technology, or B2B industries.
• Knowledge of customer success best practices and frameworks.
• Experience with Dynamics CRM preferred.
• Proficiency in handling customer escalations and resolving conflicts.

This is an exciting opportunity to join a company that values customer success and provides a collaborative work environment with performance-based incentives.

Desired Skills and Experience

Preferred Skills:

Experience in SaaS, technology, or B2B industries.
Knowledge of customer success best practices and frameworks.
Experience with Dynamics CRM preferred.
Proficiency in handling customer escalations and resolving conflicts.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

Job Tags

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