Hybrid Customer Success Manager — Retention & Growth

Vector Solutions; Tampa (FL); Hybrid; USD 50,000 - 65,000; Full time

Benefits offered by this job

Matching 401(k) retirement plan

Flexible work arrangements

Generous time off

Tuition Reimbursement Program

Pet Insurance

Wellness program

Job summary

Vector Solutions is seeking a Customer Success Manager to cultivate and maintain strong client relationships, ensuring all needs are met and satisfaction with our web-based programs. You will manage a sizable book of business focusing on implementation, customer engagement, and proactive communication.

The role requires 3-5 years in customer-facing roles, strong renewal strategy experience, and the ability to travel up to 10%. Hybrid work from Tampa, FL or Cincinnati, OH offices.

Qualifications

• Bachelor’s degree in a related field preferred.
• 3-5 years’ experience in a customer-facing, service-oriented position focusing on relationship management.
• Proven expertise in customer renewal strategies with a strong track record of driving retention and fostering long-term relationships

Responsibilities

• Drive retention and expansion of customers in your book of business by advising customers to ensure platform adoption.
• Serve as the primary contact for administrators in your book of business.
• Conduct regular business reviews to achieve success against customer goals.
• Proactively communicate platform updates, best practices, and progress against open issues to your book of business.
• Identify and identify major product issues, client concerns, and retention risks.
• Host best practices webinars and office hours on a rotating schedule.
• Participate in the User Acceptance Testing as requested by senior leadership.
• Maintain a knowledge center by identifying needs and creating/updating articles.
• Contribute to team projects as directed by leadership.
• Serve as a point of escalation for customer support issues.
• Thoroughly understand your product, including demonstrations to customers.
• Identify, document, and resolve issues including assisting junior team members with problem solving.
• Assisting senior team members.
• Other duties as assigned.

Skills

Interpersonal skills

Communication skills

Time management

Travel up to 10%

Education

Bachelor’s degree in related field

Tools

Salesforce CRM

Excel

Word

PowerPoint

Office Suite

Job description

Vector Solutions is seeking a Customer Success Manager to cultivate and maintain strong client relationships, ensuring all needs are met and satisfaction with our web-based programs. You will manage a sizable book of business focusing on implementation, customer engagement, and proactive communication.

The role requires 3-5 years in customer-facing roles, strong renewal strategy experience, and the ability to travel up to 10%. Hybrid work from Tampa, FL or Cincinnati, OH offices.