Customer Success Consultant

Service Management Group (SMG); Kansas City (MO); Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking tech scaleup as a Customer Success Consultant and make a significant impact on cutting-edge projects. In this fully remote role, you'll manage client relationships, oversee project scopes, and ensure successful delivery of insights to drive operational efficiencies. Collaborate with diverse teams to enhance client satisfaction and loyalty while working in a values-driven culture that celebrates diversity and fosters a fun work environment. If you have a passion for technology and insights, this is the perfect opportunity to grow your career.

Benefits

Unlimited PTO

Tech provided

Work hard, have fun environment

Values driven culture

Qualifications

• 3-5+ years of customer success or market research experience required.
• Degree or equivalent in marketing or business is essential.

Responsibilities

• Manage onboarding and support clients daily as the main contact.
• Lead project teams to meet management and research objectives.
• Present findings to client leadership with strategic recommendations.

Skills

Customer Success Management

Market Research

Project Management

Account Management

Analytical Skills

Communication Skills

Problem-Solving

Education

Degree in Marketing

Degree in Business

Job description

Customer Success Consultant

Are you ready to join an exciting tech scaleup and make a significant impact on our cutting-edge projects? We are seeking a talented and experienced Customer Success Consultant to join our dynamic team. If you are passionate about market research, relationship building, and project management, this is the perfect opportunity for you.

About SMG: SMG is a leading experience management (XM) provider, serving restaurants, retailers, and other multi-location consumer businesses by changing how brands act on customer and employee insights. With a rich 30-year history, SMG uniquely pairs an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies. With our 2024 acquisition of Bulbshare, we also help the world’s leading organizations grow through real-time customer collaboration by building mobile-first customer communities in over 30 markets worldwide, enabling clients to collaborate with consumers quickly and effectively for insights, ideation, and advocacy.

What we offer our talent

• Work hard, have fun environment - We work hard to deliver a fulfilling, exciting workplace environment for each employee. Our teams are composed of smart, talented, curious people who love a good challenge.
• Values driven culture where we connect, collaborate, and co-create.
• Remote first company (fully remote)
• Unlimited PTO
• Tech provided

We are a diverse, experienced, friendly team that will welcome, support, and challenge you. We are proud to be an equal opportunity employer, celebrating diversity and creating an inclusive work environment where all colleagues experience belonging, have their needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.

What you can expect in this role

The Customer Success Consultant is the main point of contact for clients, managing onboarding and supporting clients daily, consulting on project approaches, inspiring new ideas to meet client objectives, and engaging the team to deliver on projects.

• Ideal candidate has 3-5+ years of customer success or market research experience, with ambition and passion for technology and insights.
• Relationship owner for client portfolio, acting as the main contact for practical issues and growing advocacy throughout the project lifecycle.
• Managing a range of fast-paced research projects.
• Owning project scope, timelines, and details to ensure organization and success.
• Holding clients and team members accountable to achieve project goals.
• Managing and tracking customer health KPIs during ongoing and pilot activities, defining paths for conversion to annual contracts.
• Leading project teams to meet management and research objectives.
• Collaborating with Community and Research Teams to ensure timely and high-standard delivery.
• Strategic ownership of programs with QBRs to share KPIs, increase relationship health, and drive satisfaction, loyalty, and usage.
• Presenting findings to client leadership with strategic recommendations.
• Becoming an expert in product capabilities to facilitate training and drive adoption.
• Supporting existing client expansion revenues by building strong relationships and proactively seeking incremental revenues.
• Partnering with the commercial team for renewals and expansion efforts.

What you’ll need to succeed

• Degree or equivalent in marketing or business.
• 3-5+ years in account management, customer success, insights, or research.
• Experience working with FMCG companies and brands.
• Good understanding of marketing and client issues.
• Self-motivated with a drive to deliver value.
• Ability to work independently and in a team.
• Excellent communication skills in English, both written and spoken.
• Ability to work under pressure and meet deadlines.
• Strong planning, multitasking, and problem-solving skills.
• Excellent analytical skills.
• Proven ability to deliver visually appealing presentations.
• Genuine curiosity and energy in your field; we value self-motivated individuals.

About Bulbshare

To learn more about Bulbshare, visit https://bulbshare.com.