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Customer Success Manager
Customer Success Manager "CSM": a key customer facing liaison responsible for building, retaining, and nurturing enduring customer relationships.
The CSM will empower our customers to be more proficient, independent, and productive, maximizing the use of our payment platform and supporting products and services. We plan to implement the Customer Success Framework (CSF) for GW and will work closely with the new CSM to get them on the fast track to getting out in front of customers.
RESPONSIBILITIES:
- Develop and retain strong relationships with new and existing customer accounts to ensure overall satisfaction with our payment platform and supporting products and services.
- Facilitate regularly scheduled customer status meetings.
- Facilitate regularly scheduled account health reviews with executive leadership.
- Document all customer interactions such as meeting minutes, new feature requests, reported bugs, etc.
- Ensure action items from regular status meetings are delivered in a timely manner.
- Proactively identify and escalate account risks to appropriate stakeholders.
- Ability to work well with both technical and non-technical stakeholders.
- Work closely with internal teams such as product, IT, support, QA etc. to ensure timely delivery of any customer commitments.
- Be the "Voice of the Customer" back to all relevant GW teams.
- Proactively manage customer expectations.
- Closely track and drive timely delivery of outstanding customer commitments to ensure customer satisfaction and retention.
- Participate in new customer onboarding/Go-Live activities.
- Encourage upsells of new products and services within existing accounts.
- Proactively monitor and manage customer contracts to include new agreements, SLAs, renewals, extensions, upgrades, SOWs, etc. ensuring all contracts are executed in a timely manner.
- Gather requirements and document scope of work for any product enhancements or upgrades that fall outside the scope of the existing contract in place.
DESIRED QUALIFICATIONS:
3+ years of experience as Customer Success Manager
- Prior experience working in a customer success role in Government Technology required.
- Experience in the Government Payments space desired.
- Experience working in technical/software environment – CRM Tools e.g. SalesForce, Hubspot.
- Proven experience with SaaS based solutions.
- Proven success managing multiple customer accounts.
- Experience fostering and managing relationships with executive level decision makers.
- Strong organizational, planning, and documentation skills.
- Excellent verbal and written communication skills.
COMPENSATION & BENEFITS:
- Competitive base salary and performance-based bonus.
- Comprehensive benefits package including:
- Health, Dental, and Vision plans with employer contributions.
- Long-term disability and basic life insurance.
- Voluntary benefits including life, AD&D, cancer, hospital indemnity, accident and critical illness plans.
- Paid vacation, sick, bereavement.
- Opportunity to shape the future of a high-growth, mission-driven company.
Government Window is an equal-opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
