Customer Success Manager – Tysons, VA

SalesIntel Research, Inc.; Tysons (VA); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Flexible Spending Account

Unlimited PTO

Parental Leave

Job summary

SalesIntel is seeking a Customer Success Representative to ensure adoption, usage and client satisfaction across our B2B customers in Tysons, VA. You will lead onboarding, provide trainings and collaborate with Account Management to retain and grow accounts.

You should be an excellent communicator, organized, and capable of multitasking in a fast-paced environment. The role offers base salary with quarterly bonus and stock options, plus comprehensive benefits under a full-time hybrid arrangement.

Qualifications

• Minimum 2 years customer success experience.
• Comprehensive and current knowledge of industry trends.
• Positive, proactive, and solution-oriented mindset.
• Excellent written and verbal communication skills.
• Ability to understand and solve team needs.
• Strong time management and project prioritization skills.
• Proficient technology/software skills, specifically in Salesforce, ChurnZero and G-Suite.

Responsibilities

• Proactively articulate SalesIntel's value proposition, including products and integrations to existing user base.
• Lead onboarding and training sessions to ensure new users are set up for success.
• Drive product adoption and develop ROI-driven business cases to enhance customer retention.
• Identify expansion opportunities and communicate them to the Account Management team.
• Partner with sales, product and support teams to advocate for customers and influence roadmap decisions.
• Proactively identify renewal risk and work with teams to remediate and renew.
• Develop a trusted advisor relationship with users to drive product adoption and value realization.
• Define and track key success metrics with decision-makers via kickoff calls and executive reviews.
• Work with customers to design programs, measurement criteria and reporting mechanisms.
• Create presentations on lifecycle, milestones and challenges for executive reviews.
• Maintain a feedback loop for continual improvement.
• Monitor adoption and utilization trends; provide data-driven recommendations.
• Respond to questions, collect feedback and elevate issues when needed.

Skills

Customer success

Onboarding

Training

Strategic thinking

Communication

Time management

Cross-functional collaboration

Tools

Salesforce

ChurnZero

G-Suite

Job description

JOB OVERVIEW:

SalesIntel is a leading AI & signal-based revenue generation platform for B2B companies. Our unique approach to AI, data, workflows and software empowers thousands of end users with advanced go-to-market solutions that drive revenue.

SalesIntel is searching for an ambitious Customer Success Representative who will work with our clients ensuring adoption, usage and overall client satisfaction. You should be an excellent communicator that excels in daily customer interaction via conversations, strategy sessions and trainings. Responsibilities include, but are not limited to, managing onboarding, driving continued education and assisting Account Management partners with retention. You must be customer-focused, organized and have the ability to multitask in a fast-paced environment.

Why SalesIntel:

• We are retention obsessed so you will receive unlimited leadership support
• Our online reviews for Customer Success routinely crush our competition
• The team is empowered with the leading CS management tools
• You will work with a team of tenured and solid CS professionals

What You'll Be Doing:

• Proactively and expertly articulate SalesIntel's value proposition, including our products,
  and integrations to existing user base
• Lead onboarding and training sessions to ensure new users are set up for success
• Drive product adoption and develop ROI-driven business cases to enhance customer retention
• Identify expansion opportunities and effectively communicate those opportunities to the Account Management team
• Partner with the sales, product and support teams to advocate for your customers, share insights and influence roadmap decisions.
• Proactively identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
• Develop a trusted advisor relationship with user base to drive product adoption and ensure they are leveraging the solution to achieve full business value
• Define and track key success metrics with customer decision-makers, managing progress through kick-off calls and regular executive business reviews
• Work jointly with customers to devise programs, measurement criteria, reporting mechanisms, and managing the execution of such programs/processes.
• Create presentations on lifecycle, milestones, and challenges identified for executive business reviews
• Maintain a feedback loop for driving continual improvement
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' business needs
• Respond to customers questions, collect feedback and solve or elevate issues

REQUIRED SKILLS & QUALIFICATIONS:

• Minimum 2 years customer success experience.
• Comprehensive and current knowledge of industry trends.
• Positive, proactive, and solution-oriented mindset.
• Excellent written and verbal communication skills.
• Ability to understand and solve team needs.
• Strong time management and project prioritization skills.
• Proficient technology/software skills, specifically in Salesforce, ChurnZero and G-Suite.

Work Arrangement: Hybrid in the Tysons Corner, VA area.

Compensation:

• Base salary, quarterly bonus and stock options. We consider multiple factors to determine compensation including tenure and skill level.
• SalesIntel offers full-time employees a benefits package that includes Medical, Dental, Vision, Flexible Spending Account, Unlimited PTO, Parental Leave and more.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of knowledge, skill and/or ability required.