Customer Success Manager

granum; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Bonus program

Job summary

Granum seeks a Customer Success Manager to own client relationships after implementation. Leverage direct client feedback and data-driven analysis to craft strategies that increase value and reduce churn, while driving expansion of the LMN platform across a North American client base.

You will partner with Sales, Product, Marketing, and Implementation to ensure customers achieve their goals, improve satisfaction, and renew contracts.

Qualifications

• Executive presence and exceptional communication skills; highly organized, collaborative and detail oriented.
• Ability to create structure in ambiguous situations and design effective processes.
• Experience working with cross-functional teams (Sales, Product, Marketing, Implementation).
• Experience building and maintaining relationships, while mitigating churn and driving engagement and renewals.
• Strong analytical skills with the ability to translate data into insights; Excel experience helpful.

Responsibilities

• Directly responsible for renewals and expansion, collaborating with teammates to generate opportunities.
• Create and monitor customer health metrics to identify churn risks and ensure value delivery.
• Audit customer adoption trends to pinpoint experiences needing simplification in the product.
• Manage NPS process end-to-end and work with detractors to improve the LMN experience.
• Represent the voice of the customer when evaluating product, marketing, and sales processes.
• Provide insights to customers to maximize platform value and grow the customer base.

Skills

Executive presence

Communication skills

Organized

Detail oriented

Cross-functional

Relationship building

Analytical skills

Excel

Tools

ChurnZero

CRM

Job description

What Makes Us Stand Out:

Granum is the leading software company devoted to serving landscapers and arborists across North America, providing intuitive, industry-specific solutions designed to help them improve and grow their businesses while impressing their customers. Granum brings together three of the most trusted software names in the industry - LMN, SingleOps, and Greenius - into one powerful software ecosystem. More than just a software company, Granum works alongside its clients to implement systems for estimating, scheduling, crew training, invoicing, and payments, blending technology with hands-on onboarding and human support. The company's mission is to help industry professionals unlock their potential and achieve their most important goals, all united by the belief that its clients' success is not just a milestone, but a shared mission.

As a team, we're on a mission to reshape an age-old industry, and we're looking for people who thrive on challenging and meaningful work. Our environment is highly collaborative, innovative, and supportive, with a shared commitment to having fun while making an impact. We live by our core values: We Before Me, Bias to Act, The Extra 1%, Accountable to Outcomes, Unconditional Transparency, and Forgiveness . If this resonates with you, we'd love to meet you and explore how you can help us build the future of the green industry!

Our culture and growth has been recognized with multiple awards, it's a great time to join!

• Comparably 2024 #23/100 Best (small/ medium sized companies) Leadership Teams
• Comparably 2024 #63/75 (small/ medium sized companies) Happiest Employees
• #9 Atlanta Business Chronicle's 2024 Best Places to Work (Our second year in a row!)
• #6 of Built In's 2024 Best Places to Work: Top 50 start-ups in Atlanta (Our second year in a row!)
• Inc Magazine's 2023 Best Places to Work
• Inc. 5000: #131 of 2024 Southeast Regional America's Fastest Growing Companies . (Our third year in a row!)
• Inc 5000 America's fastest-growing private companies (Our third year in a row!)
• Certified Great Place to Work Canada 2024

LMN is an end-to-end operational system, from CRM to Billing, for clients in the Outdoor Service Industries. We help our clients grow revenue, increase profitability, and improve customer satisfaction! The LMN CSM will lead customer success initiatives, stay focused on company goals and customer outcomes, and will be an important advocate for our clients needs as we continue to improve the product.

What You'll Do

At LMN, the customer success manager will own the client relationship after clients graduate from implementation. Using direct client feedback, and data-driven analysis, you will create strategies for increasing the value clients receive from LMN. Successful strategies will increase LMN's "stickiness" thereby reducing churn and facilitating expansion.

Responsibilities

• Directly responsible for renewals and expansion, and collaborating closely with team members to generate these opportunities
• Create and monitor customer health metrics to identify potential churn risks and accounts that need assistance receiving full value from LMN.
• Audit customer adoption trends in ChurnZero to pinpoint product experiences that need simplification.
• Manage NPS process from start to finish. Working with detractors to improve their LMN experience.
• Represent the voice of the customer as LMN evaluates core product, marketing, and sales processes
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
• Acting as an advocate between the company and your book of accounts
• Help develop SOPs for our high ARR accounts to ensure engagement and overall success.
• Monitor and encourage feature adoption, pushing clients to webinars and in-person events
• Travel to support/facilitate education success events, including BootCamps, tradeshows, webinars, and partner events.

What We're Looking For

• Ideally 2+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
• Impressive executive presence and exceptional communication skills, highly organized, collaborative, and detail oriented
• Ability to create structure in ambiguous situations and design effective processes
• Bias for action
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Implementation)
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Results-driven mentality, with a bias for speed and action
• Strong analytical skills with the ability to translate data into insights. Experience with Excel preferred
• Comfort in a small company where we move quickly and wear many hats in a dynamic environment

Compensation

Canada-based candidates: Base $80,000-90,000 CAD + 10-15% bonus

US