Customer Success Manager - SMB
Customer Success Manager - SMB
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Job Description
The Company:
Our mission is to make education affordable by helping institutions increase alumni giving. The idea started from our founders own struggle with lack of scholarships when they were students.Watch this TEDx talk from Kalyanto learn more.
We are a bootstrapped company that has grown to be a leader in the alumni software space in the US. Were slated for even faster growth on the path to become market leaders through a unique strategic partnership withBlackbaud(read more here&here
Our customers are universities and high schools and in most cases were working with staff in the alumni relations and fundraising office at these institutions. The value prop for them at a high level is simple Engage more alumni and raise more money from them. 90 of our customers are from the US currently but were starting sales in UK and Canada this year so well start to see some more customer regions this year. Our team is based in India and USA. The India team is based in Bangalore and the US team is fully remote.
Responsibilities:
KPIs: onboarding (CSAT and time to first value) account retention $ expansion product adoption and building advocates.
Accountable for the complete postsales customer journey. (Onboarding Adoption Retention Advocacy)
Become the trusted advisor for each of your customers and help them achieve their alumni engagement and fundraising goals. Build and maintain strong relationships with the champion and other key stakeholders.
Train customers on the product and leverage product workshops to ensure that they are equipped with knowledge about using Almabase.
Collaborate with customers to solve various use cases using the Almabase product.
Conduct regular checkins & business reviews with your customers to ensure consistent engagement.
Own the churn prevention and expansion process for all your accounts. Monitor atrisk customer behavior and carry out activities to retain them.
Proactively identify opportunities for expansion and contact customers for upsell/crosssell.
Identify customer insights and pain points and contribute to the product roadmap by providing active feedback to the product team.
Collaborate with the Marketing team to build customer case studies testimonials and referrals.
Accountable for training customers on using the product.
Documenting all customer conversations and information on our CRM.
An independent Customer Support team is responsible for responding to customers questions while using the product. As a CSM you are expected to be proactive in helping customers succeed which is how the role differs from Customer Support.
Work Timings:
All of our customers are US universities and high schools. So you are expected to work during US hours 9 am 5 pm EST 5 PM 2:30 AM IST) (approx..
Requirements:
Must Have:
At least 12 years of SaaS B2B work experience in a customerfacing role such as Customer Success Customer Support Account Management SDR BDR Account Executive etc.
Excellent written and verbal business communication skills.
Ability to communicate and foster positive business relationships.
Strong problemsolving skills a technical and analytical aptitude with the ability to quickly learn and adopt technical products.
An ability to understand a software product and its nuances very well.
Good to Have:
Experience working with US customers would be great.
Experience with customer success software or CRM (like HubSpot) would be helpful. We use HubSpot.
What will a typical quarter at Almabase look like
At the beginning of each quarter we will work with you to come up with a set of OKRs (Objectives and Key Results) to work towards. This will help you focus.
Onboarding: You will have customers who just signed up with Almabase and youll be accountable for their onboarding. A separate implementation team will ensure the customers implementation is completed before handing it to you (CSM). You will ensure the customer is trained and that the program they intended to launch on Almabase is launched.
Renewals: You will have customers whose renewal is due in the quarter. You will identify opportunities to upsell and get them to sign a new contract. If the customer is at risk of churn you will work towards eliminating that risk. Most of our contracts are multiyear contracts so a customer comes up for renewal only once in 2 3 years on average.
Engagement: For the rest of the customers you will plan to engage them in different ways based on their goals and current product adoption. You will be identifying opportunities to crosssell additional products that will be beneficial for them. You will conduct business reviews to help them both tactically and strategically.
Building Advocates: Actively review your portfolio to identify opportunities for customers to give us a G2 review Capterra review or video testimonial. Also to nudge customers to give us referrals be references for prospects help us build case studies or advocate for Almabase at a conference.
Apart from all of the above account management work you will also be involved with folks in the team or crossfunctionally to improve our internal processes and help us do our daytoday job better. For example develop a playbook to drive more product adoption for a certain type of customer. These objectives help the entire function progress forward not just your own portfolio of customers.
What will make you successful in this role
You need to understand the customer pain points and the market really deeply to be successful in this role.
Being curious. Doing deep discovery to understand customer workflows and what they have hired Almabase for.
You need to have a deep understanding of our product to match the customers needs to specific parts of it. You will often have to screen share with the customer and help them set up something specific within the product.
You need to care about the customers problems genuinely. That authenticity will help you form better relationships with the customers which is critical to succeeding in this role.
You need to be disciplined and good at multitasking. Since youll have multiple customers in your portfolio its very easy to get overwhelmed.
How will we set you up for success in this role
We will provide you with detailed training to give you a head start in the world of alumni relations and educational fundraising. Well also talk about the competitive landscape and provide you access to hundreds of recorded conversations with existing customers and existing collateral. You can also dive into our CRM to see all prior customer conversations.
We will provide you with indepth training on our product and sandbox access to let you play around. The goal is for you to figure out how each piece helps solve a piece of the puzzle for customers.
We will provide you with a playbook for how we currently manage customers. You are welcome to suggest improvements but this will certainly give you a head start rather than starting from scratch.
You will have plenty of opportunities to shadow calls where other CSMs are talking to their customers before taking your first call with a customer. We will shadow you on the first few calls to provide feedback.
You will participate in a weekly standup with the entire customer success onboarding support & customer experience team to learn from each other and eliminate bottlenecks quickly. Apart from regular mentoring you will also have a quarterly 1:1 review with your manager to discuss your career goals and overall success.
We will provide you with access to the best customer success resources and add you to a few customer success communities so you can discuss with other people in similar roleslearn and teach at the same time. Weve found that this is the fastest way to improve your skills.
Most importantly we will help you set up a oneonone casual chat with every member of the Almabase team so you get to know everyone well.
Benefits:
This is what our team members enjoy the most at Almabase:
Strong Culture:We have a culture that were proud of. Read more on how our team feels about the company on Glassdoor here. When you work at Almabase you get to work with amazing people that will help you grow to become the best version of yourself.
Transparency & Trust:An environment that trusts each individuals ability and creativity to achieve the best outcome for the team. High levels of transparency to help you get exposure to whats happening across the business.
Great Salary & Equity:Along with competitive salaries our top performers get stock options. As Almabase continues to grow youll have a real opportunity to create wealth for yourself and your family.
More than just work:One big secret to our success (shhh this is just between us) is finding the balance between work and play. We have plenty of activities throughout the year that help build esprit de corps whether they are intense cricket/football/basketball matches or funfilled music/dance/trivia/game nights.
Food & Snacks:Youll never have to worry about your hunger pangs.We provide tasty home cooked food & snacks at all times of the day.
Health insurance:We offer health insurance for you and your dependents.
Unlimited leaves:There is no ceiling to the leaves. Our only policy is that you use your good judgment.
The comfort of home:On a tiring day if you want to take a break on a bed orif you want to jog & take a shower at work or play your hearts our on PS5 you can do it all at Almabase.
This role offers a chance to make a significant impact as we grow. If youre passionate about building scalable reliable systems and eager to be part of a dynamic team apply now!
Required Experience:
Manager
Employment Type
Full-Time
