Customer Success Manager

About Alpine IQ

Alpine IQ was founded in 2019. At its inception, Alpine IQ developed a groundbreaking tool to manage customer data compliance across multi-state / provincial regulatory environments. This concept later sprouted organically into a full suite of tools to protect, segment, promote, and sync consumer experiences both in-store and online. The Alpine product lineup includes many components that work seamlessly together on top of high-risk industry specific 3rd parties to power loyalty systems, mobile apps, marketing, point of sale, marketing messaging automation, referral programs, store review automation, in-store screens, and more.

About the role

A Customer Success Manager (CSM) plays a crucial role in ensuring customer satisfaction, retention, and growth for a SaaS (Software as a Service) company. Their primary responsibility is to build strong relationships with customers, understand their needs, and help them derive maximum value from the company's software products or services.

What you'll do

Customer Onboarding : Guide new customers through the onboarding process, ensuring they have a smooth and positive experience as they start using the software.

Account Management : Develop and maintain strong relationships with assigned customer accounts, understanding their business goals, challenges, and requirements.

Customer Training : Provide training sessions, webinars, and documentation to educate customers on how to use the software effectively and optimize their workflows.

Product Knowledge : Stay up-to-date with the features, updates, and capabilities of the SaaS product to assist customers effectively.

Customer Support : Act as the main point of contact for customer inquiries, issues, or concerns, and collaborate with the support team to resolve issues promptly.

Proactive Communication : Reach out to customers regularly to check in on their satisfaction, gather feedback, and offer solutions to any problems they may encounter.

Renewals and Upselling : Monitor customer subscription renewals, identify opportunities for upselling or cross-selling additional features or services, and work on retaining existing customers.

Customer Success Planning : Collaborate with customers to create and execute success plans that align with their goals and showcase the value of the SaaS product.

Data Analysis : Analyze customer usage data and feedback to identify trends, usage patterns, and areas for improvement. Share insights with the product and development teams.

Customer Advocacy : Encourage satisfied customers to become advocates for the company by providing testimonials, participating in case studies, or referring new business.

Qualifications

• Bachelor's degree in business, marketing, or a related field (or equivalent experience).
• Proven experience in a customer-facing role, such as customer success, account management, or sales.
• Strong understanding of SaaS products and the ability to quickly learn and communicate their functionality.
• Strong communication and interpersonal skills with the ability to build rapport and collaborate effectively with internal and external stakeholders.
• Demonstrated ability to manage multiple accounts and prioritize tasks to meet deadlines.
• Excellent problem-solving and analytical skills, with the ability to identify opportunities and propose effective solutions.
• Results-driven mindset with a track record of achieving targets and driving revenue growth.
• Familiarity with CRM systems, data analysis tools, and customer success platforms.
• Knowledge of the SaaS industry, market trends, and competitive landscape.
• Self-motivated, proactive, and adaptable to a fast-paced, dynamic startup environment

Benefits

Ready to embark on this adventure together? We can't wait to meet you and explore the endless possibilities.

The pay range for this role is :

70,000 - 72,000 USD per year (United States)