Customer Success Manager

Position Overview:

The Customer Success Team is dedicated to providing world-class service, ensuring customer satisfaction, and driving lifetime value growth across our StoresightAI customers. As a Customer Success Manager, you will serve as a critical link between customers and internal teams. Through close collaboration with both, you will ensure high-quality results that align with the unique needs of our customers.

We are seeking a highly motivated, proactive team player with excellent cross-functional collaboration skills to ensure customer success, promote customer retention, and deliver exceptional service. This role is ideal for a detail-oriented individual who enjoys problem-solving and is driven by the opportunity to serve others.

Key Responsibilities:

Customer Relationship Management:

• Serve as the primary point of contact for our customers, delivering best-in-class service through onboardings, trainings, business reviews, and contract renewals for our StoresightAI platform.
• Build and maintain strong, long-lasting customer relationships, acting as a trusted consultant and lead customer service contact.
• Proactively engage with customers to ensure timely renewals of annual subscription contracts and identify upsell/cross-sell opportunities for the sales team.

Operational Excellence and Data Analysis:

• Manage your work and customer interactions in our CRM system, Hubspot.
• Comfortably analyze your own customer data and trends from the StoresightAI platform to provide strategic insights to customers.
• Monitor customer progress and satisfaction, collaborating with the Data and Platform Operations teams to address any challenges efficiently.

Product Knowledge:

• Serve as a subject matter expert on the StoresightAI platform and products, educating customers on systems and processes to maximize their use of the platform.
• Work with customers to implement, expand, and enhance their engagement with StoresightAI's offerings.

Collaboration and Account Growth:

• Partner with the Sales, Data, Platform Operations, and Marketing teams to identify opportunities for customer retention and account expansion, contributing to overall business growth.
• Collaborate with teams across the organization to fulfill primary responsibilities and support the success of customer accounts.

Professional Development and Team Support:

• Work with team leadership on individual development and growth goals, continuously enhancing service delivery skills.
• Contribute to team success by sharing insights and best practices, fostering a collaborative environment that supports high-quality customer service.

Qualifications:

• 2+ years of professional experience within CPG or retail (strongly preferred).
• Ability to manage multiple projects simultaneously in a fast-paced environment with strict deadlines.
• Excellent business writing and communication skills.
• Strong ability to collaborate and excel in a team environment.
• A strong customer focus, with a commitment to meeting customer objectives and developing a deep understanding of their business.
• Proactive and service-oriented, always ready to take initiative and prioritize customer needs.
• Adaptable and capable of solving problems efficiently in changing situations.
• A dedicated individual committed to excellence, understanding that occasionally working outside regular business hours may be required to meet critical deadlines, support time-sensitive projects, or address urgent tasks.
• Organized and detail-oriented, with strong time management skills.
• Experience with Hubspot or other CRM systems (preferred).
• Familiarity with data analysis and the ability to interpret customer trends (preferred).

Benefits:

·      PTO

·      Health, Vision, & Dental Insurance

·      Life Insurance

·      Supplemental Insurance

·      401k and Company Match