TL;DR
Trainual is adding another Customer Success Manager to our incredible team. Our CSM team functions as a true team to deliver results for their book of business. In this role you’ll be working alongside a small, highly-skilled group of CSMs to collectively manage Trainual’s highest value customers. As a Customer Success Manager you will actively support, strategize and deliver exceptional outcomes for your book of business, resulting in outperformance on your Net Revenue Retention (NRR) goals. We trust and empower our CSMs to deliver results!
So, who are you? You're an experienced CSM from high-value, fast-paced environment and you love working on a collaborative team. You thrive in startup environments and enjoy adapting your style, troubleshooting sticky problems, and delivering exceptional service to highly demanding customers. If this sounds familiar, then you’re DEFINITELY in the right place. This Customer Experience team is collaborative, supportive, encouraging, and obsessed with our customers. We’re looking for the right person to help elevate our entire CX operation while delivering incredible value to their customers.
Sound like you? Keep reading on.
What you'll own & improve:
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Managing a collective book of business You’re no lone-wolf CSM. You love teamwork and will be collectively managing a book of business with 2-4 other CSMs as well as building strong stakeholder relationships with your client base. You’ll utilize account-based triggers to proactively engage with accounts, keep them on track, and address issues that arise to drive client satisfaction.
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Driving customer success If you’ve been reading, this should come to no surprise! CS at Trainual is a collaborative effort with clients to develop strategic plans to help achieve their goals. Your expertise & industry knowledge will provide guidance and understanding of our product functionality and best practices to maximize value. You’ll conduct regular check-ins and business reviews to assess progress, identify opportunities for improvement, and ensure alignment with their objectives.
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Generating positive net revenue retention Happy customers mean retained customers - retained customers mean positive net revenue retention… Win-win! You’ll actively monitor clients’ usage and adoption of our product and services while identifying upsell/cross-sell/expansion opportunities along the way. You’ll collaborate with your team to help curb churn and downsells through proactive customer engagement and relationship building.
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Advocating for customers You LOVE customers (obvs) and will always strive to enhance their overall experience. You’ll serve as the voice of the customer within the organization and provide insights to product management, marketing, and all other relevant teams. You’ll rally around the needs of the customer, making sure their feedback is heard and addressed quickly and effectively.
What you already know:
- Proven experience in customer success, account management, sales or a similar client-facing role
- Excellent interpersonal skills, with the ability to build strong relationships and effectively convey complex ideas both internally and externally
- Highly skilled in revenue-generating conversations that produce mutually beneficial outcomes for the customer and the company
- Strong problem-solving and analytical abilities, with a data-driven approach to decision-making
- Exceptional organizational skills and the ability to manage multiple clients and projects simultaneously
- Demonstrated ability to understand customer requirements and align them with product capabilities
- Familiarity with CRM software and customer success tools
- Passion for delivering outstanding customer service and ensuring customer satisfaction
About the Team:
This role reports to our incredible Director of CX, Bradford Jones. You’ll collaborate with other members of the CX team as well as stakeholders across the organization. We are super collaborative and all local CX members come into the office on Wednesdays.
Compensation:
The base salary range for this role is $62,500-77,500 depending on relevant experience to our industry and role. In addition to the base salary, there is variable compensation tied to customer performance (more details in the interview process)!
