Associate Customer Success Manager

AutoRABIT; Remote; USD 80,000 - 100,000; Full time

Job summary

A leading SaaS company is seeking a Customer Success professional to foster customer relationships and ensure product value realization. The role involves collaborating with senior team members to enhance customer satisfaction and drive new business growth. Ideal candidates will have a bachelor's degree and experience in customer-facing roles. This position is 100% remote with some travel required. The salary range is $80,000 - $100,000 depending on experience.

Qualifications

• Bachelor's degree or equivalent practical experience.
• Interest in a career in Customer Success and eagerness to learn.
• Previous exposure to customer success roles is advantageous.

Responsibilities

• Understand customers' business and technical objectives.
• Ensure customers realize value from AutoRABIT products.
• Monitor product adoption and customer satisfaction.
• Collaborate with customer-facing account teams.

Skills

Exposure to customer-facing roles

Developing presentation skills

Eagerness to quickly grasp technological concepts

Developing verbal and written communication skills

Empathy for customers

Collaborative work habits

Basic proficiency with Salesforce, JIRA, GIT

Familiarity with Salesforce Development Ecosystem

Education

Bachelor's degree in a relevant field

Tools

Salesforce

JIRA

GIT

Zoho

Job description

AutoRABIT Profile

AutoRABIT was founded in 2015 to help organizations in regulated industries regain control of their Salesforce development processes and move toward continuous delivery of value to their customers and employees. Today, AutoRABIT’s suite of release management tools is the most comprehensive and secure on the market, and our customers are realizing the benefits of faster, more secure deployments in their Salesforce environments.

Key Responsibilities

• Develop a foundational understanding of customers' business and technical objectives, working alongside senior team members to contribute to the creation of strategic joint success plans with clear objectives, milestones, and measurable KPIs.
• Contribute to the customer's P2V (Purchase to Value) journey, assisting in protecting recurring renewal revenue, and exploring opportunities to enhance Net Retention Rate (NRR).
• Ensure customers realize value from their AutoRABIT products, promote license utilization, and collaborate with cross-functional teams to encourage adoption and successful renewals.
• Assist in monitoring product adoption, customer satisfaction, and overall health scores, contributing to the enhancement of future lifetime value.
• Support efforts to drive new business growth by cultivating customer advocacy and reference-ability.
• Collaborate with customer support services, aiding in effective handling of enhancement requests and escalations.
• Participate in guiding customers through significant service milestones, such as upgrades, new releases, and new features.
• Collaborate with customer-facing account teams and executives from various departments (sales, support, professional services, engineering, renewal, and partners) to contribute to overall platform success.
• Contribute to utilizing customer surveys for product and service feedback, assisting in shaping the product roadmap and promoting continuous performance improvements.
• Responsibility to adhere to set internal controls.

Knowledge & Skills

• Exposure to customer-facing roles, preferably involving cloud-based/SaaS technology, with a willingness to collaborate with senior stakeholders.
• Developing presentation skills, and cultivating a personable, positive, and approachable demeanor.
• Eagerness to quickly grasp and articulate technological and business concepts.
• Developing verbal and written communication skills.
• Demonstrated empathy for customers and a passion for contributing to revenue and growth.
• Developing collaborative, persistent, and self-directed work habits.
• Basic proficiency using tools such as Salesforce, JIRA, GIT, Zoho, and /or similar Customer Service Portals.
• Familiarity with Salesforce Development Ecosystem is desirable.

Qualifications

• A bachelor's degree in a relevant field or equivalent practical experience.
• An interest in pursuing a career in Customer Success, with an eagerness to learn from senior team members.
• Previous exposure to customer success roles or related fields will be an advantage.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

This role reports to the Director of Customer Success.

Must be a US citizen/permanent resident, and capable of obtaining a Government Security clearance if required and live in and work from the US. Green card holders qualify, but H1B or other work visa holders do not qualify for this role.

THIS IS A 100% REMOTE JOB, but requires 10% travel and an in-person component to the interview process.

Salary for this role is $80,000 - $100,000 depending on experience.