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Customer Success Manager

Crowdvocate - Who We Are

Crowdvocate is on a mission to change marketing for the better. Our team has developed the first Customer-Led Growth platform that allows companies to see their customers as their partners. Our data-powered lifecycle customer engagement platform enables B2B brands to create personalized engagement for their customers, to significantly increase NPS, sales, and customer loyalty.

We’re searching for high-energy CSMs (remote/ WFH) who can onboard, support and advise our customers, allowing them to realize the maximum value of Crowdvocate, build long-lasting partnerships and maintain strong relationships. 

Responsibilities

About the Role

With extensive product knowledge and understanding of our industry, the CSM will act as the main focal point for our customers, understand their individual needs and share how Crowdvocate can help them achieve their desired outcomes. 

The ideal candidate is organized, passionate about customer relationships & success, and focused on enhancing the customer’s experience.

CSM Responsibilities:

  • Manage the full customer lifecycle process, from close-won through renewal and expansion.
  • Manage customers’ onboarding process, driving them quickly to value.
  • Drive adoption throughout the customer lifecycle and help our customers realize maximum value
  • Become a product expert and a trusted advisor to Crowdvocate’s customers
  • Act as the customers’ main focal point and support all their needs
  • Work closely with other groups in Crowdvocate (Sales, Product, R&D, Operations, etc). Be the Voice of the Customer.

What you will learn:

  • First 30 days: Attain proficiency in Crowdvocate’s product, value proposition, use cases and competitive differentiation. Learn the customer journey & onboarding process and join customer calls.
  • First 60 days: Manage & own your book of business. Onboard new customers while maintaining close relationships with existing customers. Help build the CS team & methodology. 
  • First 90 Days: Build customers’ success plans. Track KPIs and be able to demo ROI to key stakeholders. Become a true Crowdvocator.

Requirements

What you will need to succeed:

  • 2+ years of B2B SaaS Customer Success experience in the US market.
  • Self-starter mentality, with the ability to work independently and in teams, growth mindset. 
  • Evidence of commitment to a process-driven customer success approach, methodological and tech-savvy.
  • Ability to manage full cycle customer success by yourself, understand our customers’ business, self-learner, passion for the industry and job. 
  • Track record of consistent over-achievement in past roles. 

 

What skills would be an advantage?

  • Experience with customer marketing, advocacy, or B2B marketing platforms is a major plus!
  • Project management skills
  • Startup Experience 
  • Computer skills, MS Office, CRM software – HubSpot experience is a plus.