Customer Success Manager
PoliteMail Software was launched in 2006 to measure Microsoft Outlook & Exchange mail messages. Focusing in on enterprise employee communications in 2012, the company has seen rapid growth, making the Inc.5000 list in 2018 and 2019, having 27% of the largest US employers as customers. PoliteMail made the Deloitte Fast 500 list in 2019 and is Great Place to Work-Certified.
The company has an aggressive road map of new features, customer requests, and new product releases.
The Role
If you have a passion for customer relations, enjoy and thrive in an agile, fast-moving, ever-changing startup environment, have excellent interpersonal skills, a sense of humor, and are a devout team player, then read on!
PoliteMail CSMs are the primary face of the company after the initial sale and they play a critical role by building customer relationships, being expert in all things PoliteMail, and becoming trusted advisors. They are responsible for customer onboarding, training, and support across the customer base.
Responsibilities and Duties:
- Serve as the Customer Success contact post-sale, beginning at onboarding and taking collaborative ownership through the entire customer lifecycle, including training and continual support.
- Collaborate daily with the Implementation Team, Technical Support Engineers, and Account Managers for a full customer account overview.
- Work to continuously improve customer journey mapping and playbook processes.
- Engage and nurture key account contacts from day one, in order to build a strong relationship throughout the customer lifecycle.
- Handle support related escalations in a timely and effective manner
- Develop and implement customer action plan(s) with Account Managers
- Proactively monitor account health and identify customers at risk for churn.
- Strategize and collaborate with cross-departmental peers
- Continuously self-educate about PoliteMail’s products and features.
- Collaborate with the team for continuous process improvement
- Advocate for prioritization of customer concerns for escalation to the Technical Support and Development team
- Dedicated Team Player
- Other duties as assigned
Ideal Profile
Qualifications and Skills:
- 5+ years of professional experience (2+ years in a SaaS environment preferred)
- CRM experience
- Prior experience in Customer Success, Customer Support, or equivalent history of increasing customer atisfaction.
- A proven track record of success building strong relationships with customers
- Motivated self-starter with a passion for working with customers
- Excellent verbal and written communication skills
Fluency in the English language to effectively liaise with the stakeholders of the region.
Preferred Skills:
- Intermediate knowledge of Microsoft Office Suite (Specifically Outlook) and O365
- Bachelor’s degree (or equivalent experience)
- Passionate self-starter with the ability to work independently, prioritize work, and coordinate multiple tasks.
- Ability to perform in a dynamic and fast-paced environment.
- Embraces and thrives in a culture of transparency, accountability, trust, and teamwork.
Additional Information:
This role is contingent upon passing a background check and reference review.
What's on Offer?
- Opportunity within a company with a solid track record of performance
- Flexible working options
- A role that offers a breadth of learning opportunities