Customer Success Manager - PracticePanther

What is the role?

We are looking for an entry-level Customer Success Manager who will drive adoption, retention, renewals, customer satisfaction and growth. Looking for a candidate who can maintain strong client relationships while operating in a nimble, fast-moving environment. The ideal candidate will be able to communicate with customers professionally, train customers on the software, resolve inquiries in a timely manner, be the voice of customers, and mitigate technical requests. 

In this role, you will:

• Become a PracticePanther expert and offer personalized service to show the value of the product for long term use with your portfolio of clients.
• Be responsible for the management of a portfolio of clients to foster long-term business relationships. 
• Respond to customer support inquiries as quickly and accurately as possible via chat or phone. 
• Work collaboratively with other departments to resolve issues and deliver great customer experiences. 
• Work collaboratively with Customer Support to flag, escalate, and resolve requests from accounts. 
• Create, own, and execute onboardings for new and existing clients. 
• Collect and manage product feedback from clients to share with our product team and participate in conversations advocating for an improved client experience. 
• Improve client satisfaction and retention.
• Drive product adoption, share best practices, implement growth, and optimize strategies to drive maximum value and success with new and existing customers.
• Other duties as assigned.

Qualifications

• 2+ years of experience in Customer Support/Customer Service or equivalent
• Experience in a client-facing, support, or technical role
• Project management skills
• Experience leading initiatives and succeeding in a team environment preferred
• Experience with small and medium businesses or tech
• High-growth or early-stage startup experience
• Knowledge in the legal industry advantageous

Benefits/Perks

• Competitive salary
• Paid vacation + sick and parental leave
• Remote working flexibility
• Budget for home office improvements
• Company culture that encourages work/life balance
• 100% paid PPO medical, vision, and dental insurance, 401k matching, equity grants
• Bi-annual company retreats and many other fun activities to bring our team together as often as possible!