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Customer Success Manager

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Stibo Systems

Aug 26, 2024

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Sales & Business Development
  • Atlanta
  • Quick Apply

AI generated summary

  • You need 3+ years in a customer-facing role in SaaS, strong time management, autonomy, goal achievement, leadership skills, and a commitment to learning and personal growth.
  • You will manage customer relationships, drive product adoption, resolve issues, identify growth opportunities, and translate feedback while ensuring customer satisfaction and retention.

Requirements

  • - 3+ years relevant work experience in a customer-facing role (Customer Success Manager; Account Manager; Technical Account Manager; Solution Engineer/Consultant; or similar), preferably in a SaaS organization
  • - Ability to manage activities to drive success in a dynamic customer-facing environment, balancing time and competing priorities
  • - Meet and exceed expectations with significant autonomy and independence
  • - Demonstrated ability to develop, implement and achieve goals
  • - Demonstrated leadership capabilities
  • - Commitment to continued learning and personal growth

Responsibilities

  • Responsibilities (What You’ll Be Doing)
  • Understand the entire customer experience – what are their business problems.
  • Act as primary point of contact throughout customer lifecycle.
  • Demonstrate a full and clear understanding of the different Stibo Systems products and offerings.
  • Drive continued adoption of the Stibo Systems platform to achieve customer’s defined goals.
  • Drive customer satisfaction, customer retention, and overall health scores, including but not limited to revenue retention targets.
  • Project manage a full book of business; prioritize efforts based on customer health and renewal timeframe.
  • Support and manage Customer Account Plans.
  • Identify growth opportunities within the customer base and feed back to the appropriate groups such as Sales or Professional Services.
  • Build and maintain trust-based relationships with all internal and external stakeholders.
  • Lead in driving resolution of customer issues. This will include monitoring open support cases before it gets escalated but not solving them.
  • Advocate for customers internally.
  • Translate customer insights into actionable feedback for internal teams (Product; Engineering; Delivery; Customer Success).
  • Maintain expertise on industry trends and best practices.
  • Actively working on transforming every customer into reference customers.

FAQs

What is the primary role of a Customer Success Manager at Stibo Systems?

The primary role of a Customer Success Manager is to work directly with customers to ensure they receive maximum value from the Stibo Systems platform, while driving retention and growth.

Is this a sales role?

No, this is not an actively selling role. The Customer Success Manager acts as a trusted advisor, guiding customers, but does not directly sell products or services.

What qualifications are required for this position?

Candidates should have 3+ years of relevant work experience in a customer-facing role, preferably in a SaaS organization, along with excellent communication, leadership capabilities, and the ability to manage multiple priorities.

Will I be responsible for solving technical issues for customers?

No, the Customer Success Manager does not fix technical issues but may suggest appropriate training and escalate issues to the necessary teams.

What teams will the Customer Success Manager collaborate with?

The Customer Success Manager will collaborate closely with Sales, Product, Delivery, Engineering, and Marketing teams to ensure customer success and satisfaction.

How will I be evaluated in this role?

Performance will be measured based on customer satisfaction, retention, health scores, and the ability to identify growth opportunities within the customer base.

What type of customers will I be working with?

You will be working with some of the biggest brands in the world that are customers of Stibo Systems.

Is there a focus on personal growth within the company?

Yes, Stibo Systems values continued learning and personal growth for its employees.

What is the company culture like at Stibo Systems?

Stibo Systems fosters an environment that values data-driven creativity, curiosity, and analytical thinking, ensuring that every employee feels trusted, invested in, and connected.

How does the company advocate for customer insights?

The Customer Success Manager will translate customer insights into actionable feedback for internal teams to improve the overall customer experience.

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Stibo Systems

Empowering data transparency. Creating better business for a better world.

Technology
Industry
501-1000
Employees
1976
Founded Year

Mission & Purpose

Stibo Systems is a technology company that specialises in providing master data management (MDM) solutions. Their MDM platform enables businesses to manage and organise their critical data, such as product information, customer data, and supplier information, in a centralised and consistent manner. Stibo Systems' ultimate mission is to help organisations achieve a single, accurate, and complete view of their data, allowing them to make informed and data-driven decisions. Their purpose lies in empowering businesses with reliable and trusted data, ensuring data quality and governance, and supporting digital transformation initiatives. By offering a comprehensive MDM solution, Stibo Systems aims to help businesses improve operational efficiency, enhance customer experiences, and drive growth and competitiveness in a rapidly evolving digital landscape.