Customer Success Manager - Remote, Renewals & Growth

LMN; United States; Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Unlimited PTO

Paid company holidays

Winter break

401(k) matching (US)

Job summary

Granum, the leading software company serving landscapers and arborists across North America, is seeking a Customer Success Manager (LMN). You will own client relationships after implementation and use feedback and data analysis to craft strategies that increase value and reduce churn.

You will monitor health metrics, drive renewals and expansions, partner with Sales, Product, and Marketing, and represent the voice of the customer to influence core product and processes.

Qualifications

• 2+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role.
• Excellent communication and organizational skills with a collaborative mindset.
• Ability to design processes and structure in ambiguous situations.

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.

Skills

Client relationship management

Cross-functional collaboration

Data analysis

Communication skills

Project management

Tools

ChurnZero

CRM Software

Excel

Job description

Granum, the leading software company serving landscapers and arborists across North America, is seeking a Customer Success Manager (LMN). You will own client relationships after implementation and use feedback and data analysis to craft strategies that increase value and reduce churn.

You will monitor health metrics, drive renewals and expansions, partner with Sales, Product, and Marketing, and represent the voice of the customer to influence core product and processes.