Customer Success Manager
Location: Remote
Type: Full Time Min. Experience: Experienced
Named to the Inc. 5000 list, FluentStream is one of Colorado’s fastest growing software companies and most enjoyable places to work! Our mission is to simplify how businesses communicate with their customers. We've created a unified suite of cloud-based software apps that provides businesses with a single system to power, manage and improve live customer communications. In addition to replacing legacy business phone systems, we also power video conferencing, screen-sharing, fax, messaging and other business communication channels. At FluentStream, we set ambitious goals and have fun working hard to accomplish them.
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One of our core tenants is that customers are the center of our universe and that means the Customer Success team is at the core of our business. As Manager of Customer Success, you will be instrumental in building a next-generation customer success motion focused on customer retention and revenue growth. By blending the best of proven approaches, you’ll establish an end-to-end approach that drives positive business outcomes for FluentStream and our customers through value-realization efforts. You’ll maintain and build a systematic process for managing our rapidly growing team and customer base, ensuring our CSMs are well-trained to maintain our high service standards, meet their key metrics, and provide strategic oversight and recommendations for our customers. You’ll also partner closely with Product Management, Sales, and Marketing teams to deliver strong user and feature adoption, high customer satisfaction, and outstanding experiences at each stage of the customer journey.About you:
- You have the ability to work across various levels of your own organization and with customers accounts by building trust and fostering collaboration develop and maintain strong relationships
- You are able to prioritize tasks and initiatives in a fast-paced environment while problem-solving to drive outcomes
- You are a go-getter with fresh ideas who takes the initiative to get things done
- You are naturally curious and are able to quickly grasp and succinctly explain technological and business concepts with strong communication & presentation skills, both verbal & written
- Your have strong performance management and talent development skills having managed and trained high-performing CSM team(s)
- You have experience using and integrating a CSM Technology platform into the rhythm of the business
- You are flexible, agile, and adaptable; used to wearing multiple hats
Key responsibilities:
- Identify, define, execute, and iterate repeatable success motions and playbooks to improve customer engagement and adoption in order to maximize value and mitigate customer risk
- Conduct regular account, process, and systems reviews to identify ways to increase the effectiveness and efficiency of the team.
- Monitor your team’s KPI’s and ensure you are delivering on-target regarding customer retention, account growth and customer engagement
- Forecast the risk and retention of your team’s business and deliver results against monthly, quarterly, and annual objectives
- Report out on customer health metrics to proactively identify at-risk customers and provide mitigation strategies as needed
- Provide active coaching, development, and feedback to CSMs utilizing hard metrics derived from dashboards and reports
- Get in the weeds! Become a true expert in our product, our industry, how we create value for our customers, and how we drive usage and account expansion.
- Lead by example and empower your team to deliver phenomenal customer results by meeting with key leaders at our customers to help drive value, retention and expansion.
- Assist with solutions to everyday customer success needs, and lead customer engagement efforts while serving as a point of escalation for customer.
- Collaborate closely with Support, Service Delivery, Marketing and Engineering and in a matrix environment to continuously improve our tools, processes and capabilities.
- Evangelize new product features to customers while providing customer feedback themes to Engineering and Marketing.
Qualifications:
- 8+ years experience in customer-facing roles with a stellar track record
- 5+ Customer Success / Account Management / Expansion Sales experience managing through key customer lifecycle milestones at a rapidly growing company
- 3+ years experience managing and developing a Customer Success or Account Management team with a proven track record delivering revenue-oriented results.
- Prior experience leading and/or building a customer success function
- Proven track record of conducting quantitative analysis to derive insights and implement growth strategies
- People management and development; demonstrated leadership through accountability, continuous training and coaching
- Deep understanding and knowledge of business telecommunications and related products, including cloud-hosted PBX and VOIP
- Be able to travel to meet with customers, pandemic travel policy permitting.
Benefits:
- Health, Dental, and Vision Insurance
- 401k plan
- Remote work anywhere in the U.S.
- Mac computers + work from home stipend
- Participate in ownership of the company
- Tuition Reimbursement Program
- Professional development stipend
- Unlimited PTO + Volunteer time off
- Competitive paid parental leave
- Pet Insurance
- Optional team gatherings, celebrations, and plenty of fun virtual events
Compensation: $95,000-110,000 per year with bonus potential 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.
Vaccine Mandate:
Employees working in this position will be required to be fully vaccinated against the COVID-19 virus, unless they qualify for a medical or religious exemption. Applicants will be required to show proof of vaccination status upon receipt of a conditional offer of employment. Please note the Company provides reasonable accommodations in accordance with applicable state, federal and local laws.
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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