Customer Success Manager

Treeline, Inc.; Austin (TX); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Treeline, Inc. is seeking a Customer Success Manager to join a growing tech company offering cloud-based financial reporting, BI and workflow solutions.

You will be the primary support and guidance for new and existing customers, owning ticket queues and leading implementations, while handling daily support calls. You will manage tickets in Zendesk/Salesforce, prioritize issues to meet SLA targets, configure new accounts, lead virtual trainings, and develop onboarding docs.

Qualifications

• 3+ years in Customer Success, Customer Support or Technical Account Management in a B2B software/SaaS/ARR org.
• Proven track record owning ticket queues and meeting SLA targets with strong communication.
• Hands-on proficiency with Excel and Google Sheets (PivotTables, VLOOKUP, XLOOKUP) and experience with Salesforce Service Cloud.

Responsibilities

• Be the primary support and guide for new and existing customers, owning ticketing queues and leading implementations and daily support calls.
• Manage incoming support tickets in Zendesk/Salesforce Service Cloud, prioritizing and escalating issues to meet SLA targets.
• Configure new customer accounts, lead virtual training sessions, and develop onboarding documentation.
• Resolve software questions, using Excel/Google Sheets for data manipulation and reporting tasks.

Skills

Excel

Google Sheets

SLA management

Verbal & written communication

Tools

Zendesk

Salesforce Service Cloud

Job description

Treeline, Inc., an award-winning sales recruiting and executive search agency, offering strategic sales staffing and recruitment services for leading companies in the United States and throughout North America. Dedicated to facilitating the placement of exceptional top sales talent professionals, Treeline stands at the forefront of advancing job careers of professionals in the sales industry!

Keep updated with the latest sales job opportunities nationwide by following Treeline on LinkedIn and activating our New Job Alerts!

Company Profile:

Our client is a growing tech company offering cloud-based financial reporting, business intelligence and workflow management solutions. With patented AI automation technology, they provide "ERP-like" functionality at a lower cost and complexity, empowering decision-makers with financial insights and actionable data. They are experiencing heavy growth with a small, close-knit team and are looking to expand their Customer Success division with a CX-focused CSM.

Job Description:

This is a unique opportunity to join a rapidly growing company at a pivotal stage as a Customer Success Manager with a focus on Customer Support / CX:

• You will be the primary support and guidance for new and existing customers, owning ticketing queues and leading implementation as well as handling daily support calls.
• Manage incoming support tickets in Zendesk/Salesforce Service Cloud, prioritizing and escalating issues to meet SLA targets.
• Configure new customer accounts, lead virtual training sessions, and develop onboarding documentation.
• Resolve software application questions, leveraging Excel/Google Sheets expertise for data manipulation and reporting tasks.

Requirements:

• 3+ years of successful Customer Success, Customer Support or Technical Account Management work within a B2B software, SaaS or ARR organization.
• Proven track record owning ticket queues and meeting SLA targets, with strong verbal and written communication skills.
• Must have hands‑on proficiency with Excel and Google Sheets (PivotTables, VLOOKUP, XLOOKUP) and experience with Salesforce Service Cloud.

Location

This is an hybrid work environment where you will have the flexibility to work from home on Monday, Thursday and Friday while reporting to an Austin, TX office Tuesday and Wednesday.