Customer Success Manager - Pooled Accounts

Nectar HR; Lehi (UT); On-site; USD 60,000 - 90,000; Full time

Job summary

Nectar HR in Lehi, Utah is seeking a Customer Success Manager to oversee onboarding, drive product adoption, and ensure customer satisfaction across our growing SaaS platform. You will lead customer onboarding, provide ongoing support, and partner with Sales and Product teams to understand needs and reduce churn.

The role requires strong communication, analytical mindset, and a passion for helping customers realize value from our software.

Qualifications

• Experience in customer success management, technical account management, or a related field.
• Experience with software products and understanding of the software development lifecycle.
• Excellent communication and customer service skills.
• Strong analytical and problem-solving skills.

Responsibilities

• Overseeing the customer onboarding process and ensuring successful adoption of the software.
• Providing ongoing support to customers, including answering questions and resolving technical issues.
• Developing and implementing a customer success plan for each customer to drive product adoption and increase customer satisfaction.
• Monitoring customer usage and identifying opportunities for upsell and expansion.
• Working closely with the sales team to identify and mitigate potential churn risks.
• Collaborating with the product development team to provide customer feedback and suggest product improvements.

Skills

Customer success

Technical account mgmt

Communication skills

Analytical skills

Problem solving

CRM software

Team collaboration

Tools

Planhat

HubSpot

CRM software

Job description

Description

As a Customer Success Manager at Nectar, you will play a crucial role in ensuring customer satisfaction and retention. Your primary responsibilities will include overseeing the customer onboarding process, providing ongoing support, and driving product adoption. You will also work closely with our sales and product development teams to mitigate churn risks and provide valuable customer feedback.

What is Nectar?

You know how there’s been a seismic shift over the last few years in how/where people work? Company culture used to be built around everyone being in the office because it created a sense of connectedness and camaraderie. But now, companies are struggling to keep people connected and engaged the way they used to. Nectar is the glue that bridges today’s workforce with company culture to help people feel valued, appreciated and rewarded no matter where they work. We call it a 360 employee recognition & rewards platform.

Role Responsibilities

• Must be able to be able to work from our offices in Lehi, UT
• Overseeing the customer onboarding process and ensuring successful adoption of the software
• Providing ongoing support to customers, including answering questions and resolving technical issues
• Developing and implementing a customer success plan for each customer to drive product adoption and increase customer satisfaction
• Monitoring customer usage and proactively identifying opportunities for upsell and expansion
• Working closely with the sales team to identify and mitigate potential churn risks
• Collaborating with the product development team to provide customer feedback and suggest product improvements
• Analyzing customer data to identify trends and opportunities for improvementMaintaining a deep understanding of the software and its features to effectively communicate its value to customers

Experience & Skills

• Experience in customer success management, technical account management, or a related field
• Experience working with software products and a deep understanding of the software development lifecycle
• Excellent communication and customer service skills
• Strong analytical and problem-solving skills
• Ability to work with ambiguity, both independently and as part of a team
• Familiarity with customer success metrics and how to measure them
• Familiarity with technical systems and processes is a plus
• Experience with Planhat, Hubspot, or other CRM software is a plus.

Other Information

More information about the role and company:

• nectarhr.com for more information about the product
• ** https://www.linkedin.com/company/nectarhr for more information about the company and employees (as well as G2 https://www.g2.com/products/nectar/reviews)