Customer Success Manager

Greater Talent Group Headquartered in Austin Texas redefines Talent Acquisition and Fractional HR Excellence with innovative strategies. We curate highimpact professionals aligned with company culture and objectives while our Fractional HR services provide tailored solutions for dynamic growth. Our collaborative partnerships national reach technical expertise and unwavering integrity drive industryrecognized and awardwinning corporate cultures.

Greater Talent Group has an exciting opportunity for a Customer Success Manager to join a dynamic and driven team at a Series B SaaS company.

As a Customer Success Manager (CSM) you will work directly with our customers to understand their needs improve their product usage and connect them to value throughout their relationship with product. To do so you will work with a dedicated book of customers and develop proactive strategies to improve key metrics centered around retention adoption and expansion.

How you will make your impact

• Own and build strong and strategic relationships with customers
• Account for customer renewal and retention results
• Hit quarterly Net Dollar Retention (NDR) tickets
• Be responsible for identifying opportunities for gaining additional revenue
• Develop strategies to increase engagement of customers
• Explain the “how” and “why” of our product to customers
• Engage with various internal teams to ensure new users are trained appropriately on the platform
• Suggest and advise on solutions to ensure customers achieve full value from the product
• Communicate timelines and manage expectations with customers in your portfolio
• Serve as the voice of the customer to internal teams to ensure customer satisfaction
• Create success plans for customers that are tailored to their needs to maximize value from the product
• Execute quarterly business reviews with each of your clients to identify growth opportunities
• Collaborate with other teams to manage ongoing projects and customer feedback
• Determine customer goals and collaborate on strategic plans to drive success
• Monitor customer health and build associated risk mitigation plans
• Provide quantitative and qualitative analysis to inform team decision making and product roadmap recommendations
• Serve as the primary point of escalation when customer issues arise troubleshooting and ensuring quick resolution
• Experience working in a B2B SaaS environment with at least 2 years of working in a Customer Success role
• Strength in building and maintaining relationships
• A strategic approach to working with customers in an effort to mitigate churn drive adoption and encourage expansion
• Outstanding empathy especially when working directly with customers
• Strong communication with the ability to simplify complex problems
• Highly organized collaborative and detailoriented
• Experience in project and change management
• Experience with an entity and/or equity management solution preferred
• Experience in the legal tech space ideal
• Past experience working at a law firm or with an inhouse legal team ideal

In this role at 3 months you will have:

• Learned the software inside and out
• Assisted the Delivery Team with onboarding new customers
• Own and understand your client accounts
• Engaged with customers and gathered customer health metrics through various internal tools
• Collaborated with the Services Team to understand how they can bring value to our customers
• Built positive relationships with coworkers

In this role at 6 months you will have:

• Analyzed common user problems through analytic tools to provide feedback to our product team for improvements to the software
• Developed a deep understanding of the problems the product solves for the users and how we differ from our competitors
• Become comfortable leading training sessions and product demonstrations
• Identified and supported renewals and expansion opportunities
• Successfully rolled out the product to the customer’s users including sharing and developing creative assets brainstorming ideas and attending launches virtually/or inperson
• Own client accounts and understand where there is an opportunity for greater product adoption and account expansion

In this role at 12 months you will have:

• Fully understanding of how current clients use the platform and where they could find more value with the product
• Maintained a cadence of communication with customers about their adoption trends sentiments and mining opportunities that had led to deeper adoption
• Engaged with customer advocates and obtained testimonials case studies and referrals
• Promoted a customerfirst strategy which has led to the building of strong relationships between the customer and success teams
• Implemented new ideas that would improve customer success processes to make the office a more pleasant place to work