Customer Success Manager

This position is located in our Severna Park, MD headquarters

We are looking for a Customer Success Manager to develop a portfolio of existing customer relationships. As a successful Customer Success Manager, you will ensure a positive customer experience, reduce churn,  drive portfolio growth, and increase the overall LTV of your customers. You will also provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests, working with technology and product management to make improvements, when possible. Successful candidates will be social, analytical, possess an aptitude for learning new software, and be able to communicate clearly and effectively. 

As a Customer Success Manager, your key duties and responsibilities will include: 

  • Managing and serving as the main point of contact for CTM’s larger commercial customer relationships
  • Collaborating with Customer Success team members to help with each other’s ongoing development
  • Working with a high volume of assigned customers to drive adoption, and ensure customers continuously see the value in their partnership with CallTrackingMetrics
  • Driving upgrades and additional services 
  • Working closely with our Onboarding and Customer Support teams to manage customer issues and escalations
  • Identifying and managing at risk customers, effectively helping reduce churn and exceeding company churn targets
  • Evaluating the customer experience, identifying gaps, and suggesting potential improvements to our process

We require:

  • Bachelor’s Degree in business, marketing or other relevant degree
  • 3 – 5 years proven experience managing a portfolio of business accounts
  • Demonstrated results in YoY contract value growth and renewal performance
  • 3 – 5 years experience working with customers at the Director, VP, or Executive level
  • 3-  5 years working in an advertising, marketing, telecommunications or SaaS business
  • 3+ years managing accounts in Salesforce or similar CRM
  • Experience negotiating contracts
  • Experience guiding customers through software demonstrations or implementations
  • Solid project management skills, and the ability to manage a high volume of activities
  • The ability to quickly build rapport with others
  • Demonstrated hustle and persistence, with proven experience handling and overcoming objections
  • A strong interest in technology and/or software
  • Experience evaluating and improving the customer experience
  • Strong cross-functional contributor with the ability to work effectively with department
  • Customer-oriented with the ability to empathize with our core customer base
  • Must demonstrate a high-level of accommodation and flexibility to work in a fast-paced environment of constant change; able to perform well under pressure and deadlines
  • The ideal candidate will be confident to work independently, but also a strong team player that is willing to help team members, including those outside their immediate team
  • Strong communication skills and ability to communicate with all levels of the organization effectively

Perks and Benefits:

  • Competitive Salary
  • Eligible for quarterly commissions
  • Quarterly bonuses with potential to earn 15% of salary
  • Generous PTO policy and flexible work schedule
  • 100% employer paid medical and dental coverage for employees; generous coverage for dependents, and vision benefits are available at a minimal cost
  • Short-Term Disability is 100% employer paid, and Long-Term Disability is available
  • 401K Plan with per-pay matching
  • We also provide company-paid basic life insurance, with a voluntary  buy-up option,  as well as access to a wide range of health and well-being information and services such as telephonic counseling, legal advice, and will preparation–all free of cost to our team members and their families.
  • Casual, fun working environment in a fast growing, dynamic start up 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Affirmative Action

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