AI-enhanced for better readability
Ciloo Inc.: Customer Success Manager
Headquarters: Delaware, United States URL: http://www.ciloo.com
We are currently seeking a passionate and organized Customer Success Manager to join our global team. This is a remote position for candidates based in the United States or Canada.
About the Role
Customer Success is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service and continue to purchase on a recurring basis. As such, we need a manager to own driving success for our customers. This role includes responsibilities for a broad range of Customer Success activities (on-boarding, support, services, adoption, advocacy, retention, + more).
Responsibilities
- Function as the customer advocate and provide internal feedback on how we can better serve our enterprise customers
- Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning, and execution
- Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
- Ensure that a plan is in place with each customer for deployment, change management, and adoption programs
- Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes
- Track accounts to identify churn risk and work actively to eliminate that risk
- Partner with Sales and Professional Services to develop a plan for making our product a part of each customer’s core architecture
- Simultaneously manage multiple customers who are at different points on the account lifecycle
- Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen Airtable proficiency
- Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas
Role-Specific Competencies
- 4+ years experience in customer-facing organizations
- 2 years proven experience in project management
- Ability to manage influence through persuasion, negotiation, and consensus-building
- Ideally, a combined background of post-sale and sales experience
- You have a track record of delivering value to complex enterprise customers with large employee bases
- Strong empathy for customers AND passion for revenue and growth
- Exceptional communication skills at all levels. High proficiency in written and spoken English
- Ability to prioritize tasks and manage time effectively.
- Self-motivated and proactive, with a flexible and adaptable approach.
- Detail-oriented, efficient, and honest with high integrity.
- Calm under pressure, with strong listening skills.
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative with the ability to inspire others
- Excellent team player who is solution-driven, not problem-driven.
More on Ciloo’s Values and Ways of Working
To apply: https://weworkremotely.com/remote-jobs/ciloo-inc-customer-success-manager