What are the responsibilities and job description for the Customer Success Manager position at Paperless Environments?
Customer Success Manager
Paperless Environments is seeking a Customer Success Manager to join our dynamic team in the Baton Rouge, LA office. Over the past 18 years, Paperless has created an industry changing document management software solution for the Construction industry and now has over 1,800 customers in all 50 states and 5 other countries. As a Customer Success Manager, you will manage the long-term customer relationship by becoming a trusted advisor to our customers. The CSM role will be pivotal in nurturing customer growth, retention, and delivering exceptional value. Your expertise in understanding customer needs and expectations will drive continuous improvement in all areas of our customer success team. We are a group of ambitious, intelligent, and fun people. If you are passionate about helping a hard-working team, love technology, aren't afraid of a challenge or two, and have a desire to push yourself to your maximum potential, our Customer Success team is where you belong!
About the Role:
The Customer Success Manager role at Paperless is responsible for managing the full lifecycle of customer success post-sale, including, implementation, adoption, product training, renewals, opportunity identification, retention and account management. This role will report to our COO and is an in-office position based in our Baton Rouge office.
What will You be Doing:
- Establish genuine and trusted relationships with new and existing customers, understanding their challenges, and offering proactive support and guidance to help meet their goals and maximize their ROI with Paperless Environments products.
- Oversee progress and success of new customer onboarding.
- Conduct new customer onboarding meetings and training when needed.
- Serve as an internal point of contact for sales team questions and pre-sale inquiries.
- Identify new opportunities for growing existing customer accounts.
- Monitor customer health and retention, while acting as a point of escalation to resolve issues with at-risk customers.
- Serve as primary contact for Enterprise customers.
- Manage the Paperless Online Community to enhance customer engagement.
- Identify areas for improvement in the Customer Experience, both in our products and our processes.
- Lead business reviews and periodic check-in calls with customers.
- Manage the complete customer lifecycle experience, collaborating with internal teams and resources to ensure customers progress towards achieving their goals.
- Maintain and update accurate logs of customer management activity in our CRM system.
What You will bring to the Team:
- Bachelor’s Degree in a relevant field.
- 7 years of professional experience in a Customer Success, Account Management, or Project Management role, preferably in a technology, software, or SaaS environment.
- Experience as a CSM: Customer facing skills, critical thinking ability to move issues and areas of interest to resolution.
- CRM and Onboarding Software Experience - Zoho CRM, Rocketlane or Bettermode is a strong plus.
- Ability to manage and prioritize active customer implementations and priorities.
- Experience in facilitating professional communication across multiple stakeholders, including internal teams, partners, and customers.
- Proven track record of building relationships with senior executives and decision-makers within customer organizations.
- A highly customer-centric, responsive, and proactive approach with incredible attention to detail is required.
- A calm, steady hand in the face of customer challenges. Ideally, you will have the ability to turn a frustrated customer into a champion.
Things that would really separate you as a candidate, but are not required:
- Previous experience implementing and or supporting B2B software products.
- Experience in working across the full lifecycle of customer success post-sale.
- Previous experience with accounting systems and/or ERP software.
- Ability to articulate technical topics to non-technical audiences.
What We’re Prepared to Offer:
- Great Compensation!
- Health benefits (health, dental, vision) for team members.
- Company paid life insurance.
- Company matched IRA Retirement for team members after 1 year of service.
- 120 Hours of PTO to start.
- 9 company holidays.
- Budget for professional development.
- Company provided computer equipment.
- Complimentary snack and beverage program in the office.
Learn Even More about Paperless Environments: https://paperlessenvironments.com/
Our Core Values:
- We Are Team Players
- We Are Customer-Focused
- We Have a Passionate for Greatness
- We Are Growth-Minded
Salary: DOE
Job Type: Full-time Salary. This is not a 1099 Contractor position. We will not be considering candidates seeking contract work at this time.
Work Location: Baton Rouge, LA
Work Authorization: United States (Required). We are unable to provide sponsorship at this time.
NO OUTSIDE AGENCIES OR RECRUITERS