Client Success Manager

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

The Client Success Manager (CSM) is the primary relationship owner and account contact for an assigned subset of YourMembership clients. A CSM is responsible for establishing and maintaining a healthy relationship between YourMembership and assigned clients. Healthy relationships result in:

• Adoption: clients’ successful use of YourMembership to meet their organizational needs
• Retention: on-time subscription renewal with appropriate price increase
• Account expansion: adding YourMembership features and services + adding other Momentive Software products

This is accomplished through:

• Discovering and understanding clients’ needs
• Creatively generating solutions for those needs through YourMembership and other Momentive products and services
• Skillfully communicating via videoconference, phone, and email
• Negotiating contract details to win deals

DUTIES & RESPONSIBILITIES:

• Contribute to a positive team culture centered on serving clients
• Own and foster the relationship between YourMembership and assigned clients, serving as the primary account contact and escalation path
• Drive client retention (renewal) through proactive and responsive communication, creation and communication of solutions, and explanation and negotiation of contracts
• Drive client expansion through identification of needs, creation and communication of solutions, and explanation and negotiation of contracts
• Drive client satisfaction and success through proactive outreach, utilization and account reviews, and responding to client challenges, complaints, and survey responses
• Maintain accurately the status of each client's renewal opportunities, expansion opportunities, and overall health and sentiment using Salesforce and established processes
• Gather feedback from clients about their experience with YourMembership’s product, support, and services, and share that feedback with relevant team to contribute to improvement of the experience for all clients
• Complete continuous learning and maintain an expert-level knowledge of the product platform and industry best-practices
• Follow established processes for the client success team and provide input to improve those processes
• Collaborate with team members to meet other company objectives

Qualifications

• At least 5 years of experience in areas related to Momentive’s business: client success, account management, sales, or services, especially in a SaaS context
• OR at least 5 years of experience in areas related to Momentive’s client base: associations, membership organizations, nonprofit organizations, especially in management

Requirements

• Expert knowledge of the YourMembership product platform, or ability to gain it through training
• Ability to use client relationship management software; experience using Salesforce is a plus
• Ability to use or learn Microsoft Office tools: Outlook, Teams, Excel, PowerPoint, Word
• Demonstrated teamwork skills and ability to influence peers and leaders in a positive way
• Excellent verbal and written communication, organization, and follow up skills, including comfortability communicating with executives and other decision-makers
• Excellent judgement in decision-making, especially when balancing the needs of clients, team members, the company, and other stakeholders
• Proven ability to handle a high-volume of assigned clients, multiple tasks, and meet deadlines with minimal supervision

Benefits

• Medical, Dental & Vision Benefits
• 401(k) Savings Plan & Company Match
• Flexible Planned Paid Time Off
• Generous Sick Leave
• Casual Environment
• Purpose-Driven Culture
• Work-Life Balance
• Passionate About Community Involvement
• Company Paid Parental Leave
• Company Paid Short Term Disability
• Remote Flexibility

Apply Now