Customer Success Manager

Your mission as a Customer Success Manager

The Standard CSM at Energage will build client loyalty and success through product adoption with our Standard (small market) accounts.

In this role, you’ll develop and implement a year-round touchpoint strategy with clients to ensure Energage products/services are exceeding clients’ expectations, clients are getting value from our products and services, and have all of the tools and resources they require. You will act as the voice of the customer, using their feedback to enact product and/or process changes within Energage. Additionally, a Customer Success Manager is also well-versed on the technical side of projects and can offer insight and tips on how to use features and troubleshoot.

Accountability & Impact

In this role, you’ll...

• Aid company growth by nourishing, building, and growing relationships across a portfolio of clients
• Establish clear goals, milestones and metrics that you and the Customer will be working towards; periodically re-assessing and reviewing these with the Customer
• Understand and align with your clients business goals, most importantly using the Energage platform to help them in achieving those goals
• Work collaboratively with a variety of other departments, such as Onboarding and Support, Consulting Solutions, Partnerships, and Contracts to ensure ongoing customer satisfaction and retention
• Contribute to revenue generation through renewals and account expansion by identifying upselling opportunities for consulting services and cross-selling new products
• Completing regular checkpoints via phone and email, sending relevant marketing content, etc.

What Your Bring to the Role

• Must be able to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experienced. Clients have the impression that you listen and understand their problems
• Must be skilled at solving business problems for our customers using the Energage platform and other Energage offerings
• Strong multi-task management skills across a varied set of responsibilities
• Strong communication skills (written, verbal, and presentation)
• A consultative approach; the ability to develop rapport and trust with internal teams to achieve broader business objectives and goals
• Highly organized, team player, responsive, positive, excellent collaborator, and critical thinker
• High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
• Maintain accurate records of all activities in SalesForce.com

Measured on

• Your success will be measured by net retention

Compensation and Benefits

We offer a competitive compensation package that reflects your experience, skills, and the value you bring to our team. The base salary for this position is $75,000 annually with an At-Risk bonus target of $40,000 annually.

In addition to base pay, our total rewards package includes:

• PTO policy includes company holidays, sick time, vacation time, and floating holidays
• Remote
• Company pays a portion of individual health care premium
• Option to participate in a company-sponsored 401(k)
• Training and education
• Professional development; all employees have access to a third party professional coach
• Tuition reimbursement program
• Opportunity to work for a purpose-driven organization using business as a force for good