Job Details

Job Title: Customer Success Manager

Location: Remote Position
Department: Customer Success
Reports To: Director, Customer Success

Job Summary:

As a Customer Success Manager at CINC, you will be the face and voice of our company, managing customer relationships like a business. Your primary goal is to maximize customer satisfaction, minimize costs, and promote customer growth and adoption of CINC's products and services. You will proactively consult with customers, maintain their information, and handle communications and escalations. Your role is crucial in reducing churn, driving customer success, and developing raving customer fans.

Key Responsibilities:

1. Customer Trusted Advisor/Consultant:
   • Ownership of customer success for the duration of the entire customer lifecycle
   • Take full responsibility for the account in Customer satisfaction, communication, and when needed, escalation
   • Provide proactive consulting and understand the customer's business needs
   • Minimize costs by reviewing support cases for trends and developing action plans to address customer needs
   • Reduce churn by maintaining high customer satisfaction scores and handling escalations effectively (Follow up is crucial)
   • Coordinate with internal resources to assist with escalations, questions, training needs, product requests and potential upsells
   • Stay informed about regional regulations and attend relevant conferences and events
2. Customer Product and Services Adoption and Enhancements:
   • Primary owner of customer feedback for development of new or enhanced products and services
   • Will gather and present functional product and services requirements
   • Will work directly with Product team to prioritize customer requests and escalations
   • Monitor and encourage system usage and product adoption for customers to achieve the full value of CINC
   • Collaborate with Account Executives and Customer Growth Manager(s) to ensure customers successfully adopt products/services sold by AEs and CGMs
3. Communications:
   • Handle incoming and outgoing customer communications
   • Communicating the voice of the customer across all CINC operations
   • Raise awareness to customer trends and needs
   • Follow up on NPS feedback and establish plans to improve scores
4. Business Management/Acumen/Operations:
   • Primary point of escalation for customers across all CINC products and services
   • Identify at-risk customers and develop/execute plans to retain customers
   • Answer questions about customer makeup and identify customers who may be affected by changes
   • Be the expert on your portfolio of customers internally
   • Stay up-to-date on the latest product releases
   • Maintain customer hygiene by updating contact and account information
   • Provide leadership regular updates on assigned customers status

Skills/Competencies:

• Ownership of customers - it is up to the CSM to oversee efforts to resolve issues or provide updates for customer inquiries and follow up to see things through to the end
• Capable of running point on client calls with an executive presence and making sure action items/takeaways are assigned and/or completed in a timely manner
• Strong customer relationship, organization and time management skills
• Empathy - The ideal candidate will ensure CINC's customers are heard and feel heard
• Strong ability to learn new concepts, problem-solve, and think on your feet
• Teamwork and Leadership Skills
• Aptitude for fostering positive relationships
• Customer-oriented mindset
• Written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages
• Proactive self-starter
• Autonomy and ownership of territory

Qualifications

• Bachelor's degree
• At least two years of Customer Success experience
• Experience in community association industry a plus
• Individual must be able to work in a highly self-driven manner within a fast-paced, entrepreneurial environment
• Travel included up to 30%

CINC Systems, LLC is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.