Customer Success Manager 3- Lead

Thryv; United States; On-site; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking dedicated team players who thrive in a collaborative environment. This role focuses on enhancing customer relationships by providing tailored solutions that meet unique business needs. With a commitment to customer success and a culture that values teamwork, you will play a pivotal role in driving growth and satisfaction. Join a forward-thinking organization that champions local businesses and fosters a supportive workplace where your contributions truly matter. Experience a fulfilling career with opportunities for professional development and work-life balance.

Benefits

Medical, dental, and vision plans

401(k) savings plan with company match

Tuition assistance programs

Paid time off including holidays and vacation

Qualifications

• 5+ years of related experience required.
• Proficient knowledge of CRM technologies and methodologies.

Responsibilities

• Drives customer success through proactive outreach efforts.
• Ensures the highest customer satisfaction and return on investment.

Skills

Customer Relationship Management

Project Management

Communication Skills

Leadership Skills

Business Insights

Education

Bachelor’s Degree

Tools

CRM Technologies

Job description

At Thryv, we are a team that lives by teamwork. However, it’s not the work that drives us, it’s the respect, trust, and care for each other that defines us as a team. We’re a diverse community of trendsetters who do our best work in a fun, relaxed environment. Technology never stops evolving and neither do we. We’re always looking for the best and brightest team players to join us.

This role is responsible for maintaining the relationship with customers they serve by finding customized solutions that best fit their unique needs.

Responsibilities

• Drives customer success through proactive reachout efforts that focus on bringing value to customers. Contributes to customer retention by building relationships and finding solutions to meet customer’s business goals, monitors progress, and offers recommendations based on results.
• Expands AMRR of the existing customer base by managing revenue wisely and finding opportunities for growth. This includes standards of excellence regarding C&R and billing reductions.
• Ensures the highest customer satisfaction and return on their investment in all products while enhancing their experience.
• Maintains a full book of business and consistently meets or exceeds individual performance metrics.
• Partners with leadership and stakeholders to create a plan for the team, while leading group meetings, trainings, and huddles to drive team forward, as needed.
• Acts as supervisor for customer escalations and critical issues, seeing them through to resolution.
• Ensures incoming requests are routed and resolved in a timely manner.

Who We’re Looking For

• Bachelor’s Degree (or international equivalent), required.
• 5+ years of related experience, required.
• 6+ months experience in CSM role, required.
• 9+ years of related experience, preferred.
• Project management experience, preferred.
• Proficient knowledge of CRM technologies, methodologies, and of company products and features.
• Experience managing a large client load or book of business.
• Proven ability to achieve daily performance standards of the team.
• Ability to demonstrate strong business insights in order to build collaborative relationships with customers.
• Skilled at communicating clear written and verbal messages.
• Ability to maintain a customer focused mentality.
• Leadership skills with the ability to give continuous feedback, recognize achievement, recommend areas of improvement, and learn from success and mistakes.
• Skilled at adapting to change within a team to support larger change efforts.
• Knowledge on how to identify barriers to effective collaboration and escalate issues if unable to resolve.
• Ability to travel less than 5% of the time.
• Must be 18 years of age or older.
• Must successfully complete pre-employment screening process, as required.
• Must successfully complete any required training or orientation courses, as needed.

What We Offer

Life requires balance. So we provide benefits around health and wellness, continued education, and work/life balance to help you live your best life when you’re working…and when you’re not.

• Medical, dental, and vision plans, plus a wellness program with added incentives
• 401(k) savings plan with company match and employee stock purchase plan
• Continuing education benefits with tuition assistance programs
• Paid time off including holidays, vacation, sick, personal, and winter close

Who We Are

At Thryv, we’re a team fiercely devoted to the success of local businesses. We’ve been around for over 100 years, always with one goal in mind — helping small businesses compete, win and succeed. We provide the technology, software and local business automation tools small business owners need to better manage their time, communicate with clients, and get paid, so they can take control of their business and be more successful.

We support businesses across the U.S. and we have team members all around the country (even internationally). In fact, we’re a work-from-anywhere company, because that’s how we get work done.

Culture is vital at Thryv because it shapes our identity and, therefore, our measurements for growth. We have an identified set of values that hold all of us accountable paving the way for our company success and our legacy. All of this helps us deliver results for our clients and creates success for our employees. At Thryv, making a positive impact within our team and in our local community is the reason we get out of bed every morning.

Thryv Core Values:

• Client Devoted – Be humble with a servant mentality. Understand the uniqueness of each interaction while being flexible, knowledgeable, and genuine.
• Under Promise, Over Deliver – Deliver expectations and exceed them, have accountability, listen and understand the ask.
• Act Like You Own the Place – Taking ownership and accountability in your day-to-day decisions empowers you to act like you own the place.
• Invest in our People – Hire people that are aligned with Thryv’s core values. Provide learning opportunities to enable all of us to adapt, belong, and create a lifelong career.
• DONE3 – Define what you say (Done), Do what you say (Done), Follow up and ensure completion (Done).
• Making $$ is a Byproduct of Helping People – Always be devoted to people, act with integrity.
• Think Long Term, Act with Passion & Integrity – Focus on making every interaction exceptional. Bring enthusiasm and devotion to every act. This includes doing the right thing, even when no one is looking. Think five years out or think for the long play.