What are the responsibilities and job description for the Customer Success Manager position at Salsify?
This is a remote position and is open to US candidates at this time.
Salsify is seeking a highly motivated, growth-focused, and results-driven Customer Success Manager to engage, enable and retain a portfolio of Salsify’s Enterprise and Global customers. The CSM is ultimately responsible for the complete post-sales lifecycle of a portfolio of Salsify customers. This role is passionate about ensuring that customers receive maximum business value from their ProductXM investment. The results of these interactions are customer retention, customer satisfaction and organically uncovering growth opportunities for Salsify through potential new areas of customer value.
How you'll make an impact:
- Ensures the customer is achieving business value for every stage of their customer lifecycle journey, post-sale. The CSM will sometimes come into the pre-sales cycle to help with a flawless transition and positive customer experience
- Leads the adoption of all licensed products and ensures the customers are receiving business value and return on investment
- Recommends and executes joint success plans with their portfolio of customers
- Executes business reviews up through senior leadership to share progress, metrics, wins and recommendations for the future (products and services)
- Captures metrics and KPIs and documents them in Salesforce
- Helps customers plan and execute a digital shelf program - this is often organizational change for our customers and a key piece of the role!
- Evangelizes customer success stories and customer success systems and processes
You'll Enjoy This Role If You Have:
- 3 years of success as a customer success manager, consultant, technical account manager or equivalent
- Proven track record of driving measurable customer outcomes and success
- Experience managing large, sophisticated projects and/or programs
- Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
- Has handled ambitious or complex customers or situations and can demonstrate resolutions
- Must work within a team environment with sales, services, product and marketing peers
- Ability to navigate data and people to find answers
What we have for you:
- Competitive Salary
- Equity
- 401 (k)
- Unlimited Vacation
- Full Benefits: Medical, Dental, and Vision Insurance
- Company provided Life Insurance and Short Term Disability as well as additional voluntary insurance elections
- FSA: Medical, Commuter, and Dependent Care
- Referral Bonuses
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