Customer Success Manager

Location: Denver, CO

Department: Customer Success

Type: Full Time

Min. Experience: Mid Level

Are you passionate about engaging your customers and growing their use of our products? Have you developed customer relationships that promote retention and loyalty? If this is you, we would love your help in taking care of our customers as a FullContact Customer Success Manager (CSM).

We’re searching for someone to join our growing Customer Success and Services department. We are looking for someone with an entrepreneurial spirit, that is comfortable with building process and driving the creation of this new, critical division supporting our Data Solution customers.

The CSM’s primary responsibility is to take ownership of our Data Solution (API) portfolio of customers, commit to their success, drive adoption and secure renewal for them, by:

  • Establishing relationships with executive sponsor(s)
  • Learn their business’ priorities, strategic initiatives, and customer intelligence goals
  • Align with them to ensure continued delivery of business value
  • Tenaciously advocating for customers’ product and service needs
  • Empowering your customer to extract full value through interactions with you, and also usage of our customer resources
  • Handling and mitigating risk and critical issues
  • Being a product usage subject matter expert and prescriptively guiding the customer in those best practices
  • Help inspire change within customer organizations in coordination with the FullContact Solutions and Services team

If you have vast customer success management experience, understand what it takes to secure successful renewals, and are well-versed in cross team coordination while being able to liaison with FullContact’s Services, Support, Product, and Sales teams, then this is the job for you!

Think of yourself as a business owner with a portfolio of customers with whom you  achieve high levels of product adoption, upsells, and renewals. You should know the health, risk, goals and opportunities within each of your customer accounts, and then act accordingly.

Key Responsibilities:

  • Understand each customer’s business goals and priorities and drive the plan to to achieve of those goals - at both a strategic and a tactical level - starting during pre-sales discussions and continuing through the lifecycle of the customer relationship
  • Establish a trusted advisor relationship that works to ensure a customer’s overall happiness with our product(s)
  • Identify risk in your accounts, and develop/manage risk mitigation plans
  • Work with FullContact’s Sales team to pass along expansion opportunities to achieve upsell quotas
  • Manage and decrease churn for your customers by securing successful renewals
  • Build, deliver, and execute Quarterly Business Reviews for your customers to benchmark progress, track toward success, and advise on growing best practices
  • Act as a liaison between Product Management and your customer with a focus on communicating the FullContact roadmap and how the roadmap will influence customer activities
  • Use customer relationships as needed for prospect references
  • Prioritize and drive resolution on escalated customer issues in coordination with the Support Team
  • Manage C-level/executive, mid-level, and project relationships among a diverse set of customers
  • Be comfortable, eloquent, and capable communicating FullContact’s products and value to a fairly technical audience
  • Ability to travel up to 30%

Requirements/Skills:

  • 3-5 years experience handling enterprise / mid-market software applications in a customer success / account management function
  • Entrepreneurial spirit, intellectual curiosity and persuasive confidence.  Ability to take leadership role in driving initiatives and organizing cross-functional teams to achieve desired goals
  • Experience in SaaS
  • Teamwork skills and the ability to collaborate and allocate internal and external resources
  • Proven time management skills in an environment where you may be running several customer engagements at a time
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to think and act strategically as well as tactically to execute against customer business goals
  • Proficient and organized, with the ability to take detailed notes and act on follow-up items
  • Be a quick learner, self-starter, and have the ability to work with minimal supervision in a rapidly changing  environment
  • Experience with Salesforce, Yesware, Docsend, APIs, and/or AWS is a big advantage.

FullContact is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

 

Forward this Position
Recipient email address (one)
Your name
Your email address
Enter a message (optional)
Human Check*
Apply for this Position
* Required fields
First name*
Last name*
Email address*
Location
Phone number*
Resume*

Attach resume as .pdf, .doc, or .docx (limit 2MB) or paste resume

Paste your resume here or attach resume file

Cover Letter*
In 150 characters or fewer, tell us what makes you unique. Try to be creative and say something that will catch our eye!*