Customer Success Manager

This position is located in our Severna Park, MD headquarters

Are you passionate about technology, live for amazing customer service and have the ability to thrive in fast-paced environment? We are looking for experienced Customer Success Managers to join our Maryland based team.  The Customer Success Managers will manage existing relationships with customers to drive adoption, grow contract value and minimize churn.

Primary Responsibilities:

  • Manage customer relationship as main point of contact for CallTrackingMetrics customers
  • Work with assigned customers to drive adoption and assure they are continuing to see value in their partnership with CallTrackingMetrics
  • Conduct Monthly/Quarterly Reviews with customers
  • Drive upgrades and additional services from within book of business
  • Work closely with our Onboarding and Customer Support teams to manage customer issues and escalations
  • Identify and manage at risk customers effectively to help reduce churn and exceed company churn targets
  • Contribute to the team with new ideas and make suggestions for continued process improvements
  • Work to become a product expert and continue to learn about industry trends and info to best support our customers

Required Education and Work Experience:

  • Bachelor’s Degree required
  • 5+ years proven experience managing a portfolio of business accounts with demonstrated contract value growth and renewal performance  
  • 5+ years experience working with executives at the C-Suite level
  • 5+ years working in an advertising, marketing, telecommunications or SaaS business
  • Experience negotiating contracts
  • Experience guiding customers through software demonstrations or implementations
  • 2+ years managing Accounts in Salesforce or similar CRM

Candidates should also have the following:

  • Quick learner with an ability to manage a high volume of activities
  • Ability to quickly build rapport with others
  • Adaptable and a strong at handling objections
  • Be exceptionally organized with solid project management skills
  • Be positive, supportive, and self-starting
  • Demonstrate hustle and persistence
  • Be curious and ask questions to get to the heart of the matter
  • Have a strong interest in technology and/or software
  • Have a willingness and desire to learn and grow quickly in a startup environment

We Offer:

  • Competitive salary and compensation package
  • Annual company bonus potential
  • Medical, dental, vision coverage
  • 401(k)
  • Flexible PTO
  • Company outings
  • Casual work environment

If this sounds like you, please submit your resume below. We look forward to learning more about you.

Apply Now