Customer Success Manager

GoFormz; San Diego (CA); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Underground parking

Wellness reimbursement

Work from home

Paid vacation

Downtown San Diego office

Job summary

GoFormz is seeking a Customer Success Manager to oversee a portfolio of Enterprise accounts, drive onboarding, and ensure high user adoption. You will serve as a trusted advisor throughout the customer lifecycle, aligning success with product usage and expansion opportunities.

You will collaborate with Account Managers and Executives to renew and upsell, lead QBRs with senior stakeholders, and relay customer feedback to the product team for roadmap prioritization.

Qualifications

• 3+ years in technical SaaS customer success or implementation.
• Experience managing a large SaaS book of business.
• Strategic upsell & cross-sell experience.
• Demonstrating value and ROI through QBRs and executive meetings.

Responsibilities

• Own the Customer Life-cycle and onboard new customers to ensure product adoption.
• Proactively schedule and meet with assigned customers on a regular basis based on Product Usage Data.
• Provide strategic guidance on the product and introduce new features and upcoming releases on the GoFormz roadmap.
• Work closely with the Account Manager to ensure renewal for customers in your Book of Business and provide feedback when a customer is not completely satisfied.
• Identify new expansion opportunities through customer engagements.

Skills

Enterprise accounts

GRR management

Cross-functional collaboration

Executive consulting

QBR presentations

CS software experience

Customer success planning

Tools

GoFormz platform

Job description

As a Customer Success Manager, you will be responsible for managing the relationships with an assigned book of business within the GF Enterprise strategic account list. Your main priorities will be ensuring that the customer is onboarded successfully with our software, that their users love us, and that they grow their use case within GoFormz. In short, you will serve as our Customers’ Trusted Advisor throughout their lifecycle. This is not a direct sales role but your performance will be measured on data points critical to our client’s success including account growth, and renewal rate.

Duties/Responsibilities:

• Own the Customer Life-cycle and onboard new customers to ensure product adoption. Onboarding can include admin training, end-user training, and working with our professional service department to scope out future technical integration.
• Proactively schedule and meet with assigned customers on a regular basis based on Product Usage Data. CSMs will work in a team with our Account Managers to measure progress against our customer goals and identify/address any areas for improvement.
• Provide strategic guidance on the product and introduce new features and upcoming releases on the GoFormz product roadmap. CSMs will work closely with our product team to ensure all customer feedback is captured for product consideration.
• Work closely with the Account Manager to ensure renewal for customers in your Book of Business and provide feedback when a customer is not completely satisfied with GoFormz services.
• Identify new expansion opportunities through customer engagements. CSMs will partner with our Account Management team to provide visibility to customer status and insight into expansion opportunities.

Required Skills/Abilities:

• Experience managing a book of Enterprise level accounts
• Experience owning gross revenue retention (GRR)
• Experience working on a team with Account Managers and Account Executives to ensure client satisfaction and Renewal
• Experience consulting with external executives through life cycle. From Implementation to renewal negotiations.
• Experience presenting and hosting QBRs with senior and executive-level customers
• Experience using a Client Success software
• Experience mapping out customer success plans and executing on deliverables

Required Education and Experience:

• 3+ years experience working with a technical SaaS product in a Customer Success or Implementation role
• Experience managing a large book of business in a SaaS environment.
• Strategic upsell & cross-sell experience
• Demonstrating value and ROI through QBRs and executive meetings

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Compensation Range: $110,000- $140,000 OTE (DOE).
• Employee medical and dental paid by the company; you just cover vision.
• 4 weeks (160 hours) accrued paid vacation in your first year.
• Options to work from home or from our vibrant office in downtown San Diego where we provide complimentary underground parking or a monthly MTS pass.
• We care about your physical health. Our office is equipped with automatic sit/stand desks, plus you’ll get a monthly reimbursement for wellness related purchase!
• We have a fantastic team that gets stuff done and is fun to work with!
• The environment is fast pace, so you will see the results of your work immediately.
• You will have plenty of opportunities to use and learn cutting-edge technologies.