Customer Success Manager

PurpleLab; Wayne (PA); On-site; USD 85,000 - 120,000; Full time

Job summary

PurpleLab is seeking a Customer Success Manager to onboard new customers and deepen relationships across the client base. You will collaborate with sales, product, and engineering to drive adoption, renewals, expansion, and advocacy.

You will interpret customer outcomes from data and feedback to shape onboarding strategies and retention programs, participate in pre-sales demos, and provide post-go-live support.

Qualifications

• Bachelor’s degree required.
• 5+ years customer success experience in SaaS or DaaS.
• Experience in advertising, healthcare data analytics, Life Science or payer-provider markets.
• Experience with SQL or other data analytics tools.

Responsibilities

• Serve as adviser to current and prospective customers to ensure onboarding, engagement, renewals, and expansion of the client relationship.
• Understand customer outcomes by communicating with customers and analyzing health metrics.
• Represent customer voice to inform core product, marketing, and sales processes.
• Collaborate with teams to support renewals and expansion opportunities.
• Lead onboarding of new customers, train platform end users, and provide post-go-live support.
• Configure the software platform per customer requirements and troubleshoot issues.
• Gauge engagement levels and provide product feedback for improvements.
• Provide insights to maximise platform value and grow the customer base.
• Stay informed about competing products and services.
• Perform other duties as needed to support business objectives.

Job description

Description

The Customer Success Manager (CSM) is responsible for onboarding new customers and building deep relationships with our existing client base. In this role you will work cross functionally with clients, sales and product teams driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. As a Customer Success Manager, you will work to understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map. CSMs are involved in the pre-sales process of the customer journey with product demo and trail engagement and continue post-sale with onboarding, engagement, expansion and renewal activities.

Duties And Responsibilities

• Serve as an adviser to PurpleLab’s prospective and new customers to ensure successful onboarding, engagement, renewals, and expansion of the client relationship.
• Understand customer outcomes by communicating with customers, analyzing customer health metrics, and gathering other feedback.
• Represent the voice of the customer to provide input into every core product, marketing, and sales process.
• Collaborate closely with team members to support renewals and expansion opportunities.
• Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support.
• Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers.
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
• Staying informed about competing products and services.
• Perform other duties as assigned to support business needs and company objectives.

Requirements

• Bachelor’s degree is required.
• 5+ years customer success experience in SaaS and/or DaaS services industry is required.
• Advertising, healthcare data analytics, Life Science or Payer Provider market experience is required.
• Experience with SQL or other data analytics tools is required.