Customer Success Manager I
hace 4 semanas
About FluentStream
FluentStream is a software-as-a-service (SaaS) company that simplifies and automates how businesses communicate with customers. Our cloud-based communications platform has replaced legacy phone systems for thousands of businesses across the country. Our apps enable support, sales, and other professionals to deliver an exceptional customer experience from any device or location.
About the Role
We are seeking an energetic, motivated, and empathetic person to join our growing team as a Customer Success Manager I. In this role, you will drive deep executive relationships to reduce churn, drive portfolio growth, and increase the overall value of our customers through contract negotiations.
Key Responsibilities
- Customer Adoption and Retention Define, develop, and execute effective customer adoption and retention strategies to drive customer satisfaction and NPS for assigned accounts.
- Customer Challenges Tackle parallel customer challenges with curiosity, empathy, and strong problem-solving skills to build trust and communicate effectively with owners, executives, office managers, and power users alike.
- Customer Issue Escalation Drive escalation of customer issues, coordinate key resources in the escalation process, and project manage the customer issue until its resolution.
- Account Needs Identify account needs to provide them with the feature/product functionality to meet their goals and understand and advise on best practices utilized by customers who maximize FluentStream platform's capabilities.
- Process Improvements Identify opportunities for process improvements across the customer journey; document processes and improvements.
Qualifications
- 3-5 years experience in customer-facing roles like Sales, Customer Success, Professional Services, and Account Management at a B2B SaaS software company.
- Strong organizational skills, time management, and acute attention to detail.
- Demonstrate account portfolio planning competency.
- Possess excellent verbal and written communication skills, including the ability to present to executive and key decision makers.
- Available to travel up to 10%.
- Experience with Salesforce.
- Experience with customer success software like Gainsight, Totango, or
Benefits
- Health, Dental, and Vision Insurance.
- 401k plan.
- Remote work anywhere in the U.S.
- Mac computers + work from home stipend to set up your home office.
- Participate in ownership of the company.
- Tuition Reimbursement Program.
- Unlimited PTO and Volunteer time off.
- Competitive paid parental leave.
- Pet Insurance.
- Optional team gatherings, celebrations, and plenty of fun virtual events.
Compensation
$55,000 to $65,000 per year, plus 10% incentive bonus, plus equity. At FluentStream, we are committed to building an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity, inclusion, equity, and belonging enables us to move forward with our mission. We are dedicated to adding new perspectives to the team and encourage anyone to apply if your experience is close to what we are looking for.
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