Customer Success Manager

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Company: WireWheel
Location: Arlington, VA 22201

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Job details
Job Type
Full-time
Benefits
Pulled from the full job description
  • Health insurance
  • Dental insurance
  • Vision insurance
Qualifications
  • Experience:

    • relevant, 4 years (Preferred)

    • Account Management, 3 years (Preferred)

    • Customer Success, 3 years (Preferred)

  • Work authorization:

    • United States (Required)

  • Required travel:

    • 50% (Preferred)

    • Full Job Description

    WireWheel is currently looking for a Customer Success Manager based in our Arlington, VA office who will report to our Head of Customer Success. You will be an integral part of our team (working with other customer success managers, sales reps, sales engineers, product managers, and developers) to help our valued customers achieve their strategic objectives and maximum value from their investment in WireWheel. You will have a unique and key role serving as the voice of the customer. In that role, your first and foremost responsibility is to ensure customers achieve their desired outcomes.

    In this role you will:

    • Orchestrate overall relationship with assigned customers, by working directly with customers through their customer journey with WireWheel (pre-sales, deployment/implementation, service/support, generating upsell leads, and renewal goal development).
    • Build Customer Success Plans, to include defining critical goals, specific tasks, and key performance indicators to help customers achieve their objectives.
    • Advocate for customer needs/issues cross-departmentally and program manage customer concerns and service/support needs.
    • Onboard new customers and provide initial training for the in-scope modules used by the customer, as well as train partners and other internal WireWheel team members.
    • Contribute to training resource development and documentation to improve the customer resource portal.
    • Monitor account health by gathering, evaluating, and analyzing metrics about customer usage of and happiness with the platform.
    • Develop customer advocacy for WireWheel, identifying public references, case study/use case/ROI example opportunities, and seeking referrals.
    • Provide insight with respect to the availability and applicability of new products and features.
    • Help build a partner success program for channel partners and support partner success engagements.

    What we’re looking for:

    • 3+ years in a related function with direct customer advocacy and engagement experience.
    • Experience in a CSM role or technical account manager role.
    • Experience navigating and steering customer engagements to completion with a high level of customer success and happiness. required
    • Knowledge of SaaS technology
    • Experience in a high growth, rapidly evolving environment.
    • Demonstration of exceptional verbal, written, social, presentation, and interpersonal skills.
    • Team players who have demonstrated they can contribute individually as well help others so the whole team succeeds.
    • Proven ability to take initiative and ownership of responsibilities.
    • Willingness to travel domestically to client sites – up to 50%

    WireWheel provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

    Benefits:

    • Health insurance
    • Dental insurance
    • Vision insurance