Customer Success Manager

Accounting Seed
Columbia, MD
Sep 28, 2021
Oct 11, 2021
Full Time
We are currently seeking a customer-centric, highly motivated individual to join Accounting Seed as a Customer Success Manager (CSM). As a CSM, you are responsible for cultivating and maintaining strong relationships with our customers ensuring a high level of customer satisfaction, leading to strong renewals and growth opportunities. The CSM works closely with our customers alongside Sales, Customer Support, and Product Development and Finance teams to ensure our services are delivered successfully.In this role, responsiveness is essential and you will need strong communication skills, a positive attitude, and a passion for helping customers to be successful. To succeed in this role, you will need an open and entrepreneurial mindset, and a willingness to adapt the way you work to meet our customers' diverse needs. In addition to your key responsibilities, you will be integral in improving and innovating the Customer Success practice, implementing an advanced CSM platform and building out a CS team to meet Accounting Seeds growth.WHAT YOU WILL DO:Build relationships with Accounting seeds customers, starting with the onboarding process, and assisting them with any issuesAnalyze customers activity and work with them to ensure they are leveraging Accounting Seed effectively and finding value in our product and servicesPerform initial on-boarding of new customers who are not utilizing Accounting Seeds implementation team, ensuring strong adoption and ongoing engagement throughout the customer's lifetime.Become an expert in the resources available to our customers and educating them on the use and benefits of our productsExecute a comprehensive engagement and communications strategy that proactively maintains high customer satisfactionPerform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Product Support team, and expand Accounting Seeds use within the customers organizationDevelop tools, processes and best practices to ensure customers are realizing the greatest possible value from Accounting SeedUse usage patterns to gain insights, provide guidance and increase customer satisfactionServe as the primary interface to manage and resolve any critical situationsWork with the Sales, Professional Services, and Development teams to share customer insights that inform additional product and service sales opportunitiesBe a customer advocate while capturing customer feedbackManage customer retention/renewals and drive upgrade revenue through increased product adoption and increased usageDevelop tools, processes and best practices to ensure customers are realizing the greatest possible value from Accounting SeedESSENTIAL SKILLS AND REQUIREMENTS:Bachelor's degree and 5+ years of experience in a customer-facing role, such as Customer Success, Customer Support or Account ManagementPrevious experience in customer service for a software product or other related field and plusPossess exceptional client management and communications skillsProven ability to maintain highly valuable and outcome-based relationships with a diverse customer account baseOutstanding multi-task task management skills across a varied set of responsibilitiesConfident, high energy, self-motivated and a true team playerAbility to build credibility and trust by understanding and addressing customer requirementsExperience with Salesforce a plusAccounting Seed is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit, and business need.Please submit resume, cover letter, and samples of work/portfolio if applicable to careers@

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