Customer Success Manager

100% Remote - Hiring in the US 

About Us

Urbint uses AI and the latest industry science to identify threats to workers and infrastructure to stop safety incidents before they happen. Urbint surfaces risk at the point of work, enabling energy and infrastructure companies to prevent worker injuries and asset damages. Many of the largest energy and infrastructure companies in North America trust Urbint to protect workers, assets, communities, and the environment. 

Urbint for Damage Prevention identifies high-risk excavations and powers interventions to stop incidents that damage assets, threaten reliability, and endanger the safety of workers and your community.

Job Summary

The role of the Customer Success Manager (CSM) is to work with Urbint’s most strategic clients to drive retention, renewals, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills and technical acumen. The Customer Success Manager will work with business leaders to understand their needs and map Urbint’s best practices to customer business requirements. In addition, the role requires the ability to develop and coordinate cross-functional teams and to ensure a successful transition from deployment through ongoing operations. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills.

Responsibilities

• Manage a portfolio of Enterprise level customer accounts to foster long-term business relationships that achieve early value for our customers and ensure timely renewals and revenue growth for Urbint.
• Navigate complex, matrix organizations and identify key stakeholders, develop, and own strategic client relationships to deepen commitment to the solution at the right level.
• Develop effective Success Plans based on customers’ business objectives, priorities and use cases and deliver them through proactive customer service and a high level of ownership that ensures timely renewals, high adoption of the platform, and revenue growth.
• Take a lead in the organizing and running of customer-facing sessions and interactions such as Quarterly Business Reviews, Best practice sessions, Executive Briefings, office hours, regular touch points and reviews, etc.
• Proactively identify and mitigate any risks to renewals and long-term relationships with customers.
• Act as the first point of contact and escalation point for the customer and internal teams and drive resolutions and escalations in a timely, proactive manner.
• Monitor customer health and value confirmation by tracking product usage, and customer satisfaction and by collecting and encouraging customer feedback.
• Communicate the status of assigned accounts to all relevant parties within Urbint on a need- to-know-basis.
• Act as a customer's voice and represent their needs and priorities with cross-functional teams across Development, Product Management, Professional Services, Sales, Marketing, and Customer Support.
• Conduct regular on and off-site meetings to understand customers' business requirements.
• Assist with the development of technical educational, marketing, and sales material in support of customer success.

Skills, Experience, and other requirements

• Minimum of 2-3 years of customer-facing experience in a services role preferably with a software vendor
• Experience in SaaS customer success and retention roles
• Track record of delivering results above expectations with enterprise-level customers
• Great understanding of stakeholder management and ownership and a track record of applying it in the work context
• Excellent executive-level communication and presentation skills
• Demonstrable empathy with customers with a clear understanding of the value and a strong sense of urgency when servicing customers’ needs
• Strong project management skills
• Ability to develop strong product/technology/industry knowledge
• This role requires business travel for in-person meetings, which may vary between 30% and 50%.
• The ideal candidate needs to be located or willing to work  in the Eastern Time zones.

Compensation

• The target base salary for this role is $75,000 to $85,000

Benefits

• Generous medical, dental, & vision insurance coverage up to 100% of insurance premiums for yourself and your family. 
• 401k company match, to help you better plan for retirement
• Flexible PTO policy
• We are 100% Distributed - work from almost anywhere. This role requires business travel for in-person meetings with the ideal candidate located in the Eastern Time zones.
• Competitive compensation and benefits packages

Urbint's Core Values

• Passionate about customers: We strive to deliver sustainable value and exceed expectations, and we’re not satisfied until our customers are raving fans.
• Be decisive: We make timely, informed, and pragmatic decisions to keep the organization moving forward.
• Build trust: Our values are the building blocks to trust. As we live them, we grow and build lasting relationships.
• Focus on impact: We measure and strive to continuously improve our real-world impact.
• Be tenacious: We are agile in our approach to addressing challenges but firm in our beliefs.
• Win together: We efficiently leverage our diverse skills and perspectives for one another, united by our shared vision.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.