Customer Success Manager

Posted 3 weeks ago

We are seeking a dynamic, proactive, and results-oriented Customer Success Manager (CSM) to join our vibrant team. This hybrid role blends strategic relationship management with sales acumen and data expertise. You will be the primary advocate for a portfolio of existing clients, ensuring they derive maximum value from our space utilization data and technology while actively identifying, pursuing, and closing expansion opportunities. A key component of this role involves guiding clients in leveraging data effectively to achieve their business objectives. If you excel at building trust, have a knack for sales, and are comfortable diving deep into data, this role is for you.

Responsibilities:

Relationship Management:

Develop and maintain strong, long-lasting relationships with key stakeholders within your assigned client portfolio.
Serve as the primary point of contact and trusted advisor post-initial sale.
Conduct regular business reviews to assess client health, showcase value, understand evolving needs, and align on strategic goals.
Proactively monitor client engagement and health metrics to identify risks and opportunities.
Act as the voice of the customer internally, providing valuable feedback to Product, Sales, and Engineering teams.

Expansion Sales:

Actively identify upsell and cross-sell opportunities within your existing client base by understanding their business challenges and aligning them with additional Occuspace use cases.
Manage the sales cycle for expansion deals, from identification and qualification to negotiation and closing.
Meet and exceed assigned expansion revenue targets.
Collaborate with the core Sales team for complex renewals or significant new opportunities as needed.

Data Enablement & Adoption:

Onboard new clients (or new teams within existing clients) onto the Occuspace portal, ensuring a smooth transition and initial value realization.
Deeply understand client use cases and guide them on how to best utilize our software and data capabilities to achieve their specific goals.
Train and empower client users to effectively interpret data, utilize platform features, and generate actionable insights.
Assist clients in troubleshooting data-related questions and analysis challenges.
Promote best practices in data analysis and data-driven decision-making using our tools.

Internal Collaboration & Reporting:

Maintain accurate and up-to-date client records, activities, and expansion pipeline information in our CRM system, Hubspot.
Use data available to monitor KPIs related to client health.
Collaborate effectively with internal teams (CS, Implementation, Product, Engineering, Marketing, Sales) to ensure a seamless client experience.

Experience working with clients in higher education, corporate real estate, or government sectors is a big plus.

Requirements

Bachelor’s Degree.
At least five years in a Customer Success, Account Management, or Sales role, preferably within a B2B SaaS, measurement, or data analytics company.
Demonstrated Expansion Acumen: Proven track record of successfully identifying, managing, and closing expansion, upsell, or cross-sell opportunities. Comfortable discussing commercial terms and negotiating deals.
Strong Data Analytics Skills: Solid understanding of data analysis concepts. Ability to interpret datasets, identify trends, and help clients derive insights from data.
Client-Centric Mindset: Passion for helping clients succeed and achieve their business outcomes.
Excellent Communication Skills: Outstanding verbal, written, and presentation skills, with the ability to explain complex technical and data concepts clearly to various audiences.
Relationship Building: Proven ability to build and maintain strong relationships with diverse stakeholders, including executives.
Technical Aptitude: Comfortable learning and explaining software products and data platforms.
Problem-Solving: Proactive and adept at identifying client challenges and finding effective solutions.
Organization & Time Management: Ability to manage a portfolio of clients, prioritize tasks effectively, and manage multiple competing priorities.
Experience working in a remote environment productively.
Ability to travel (Up to 25% of time.)
Experience using a CRM.
Proficiency with G-Suite.

Benefits

A high-impact role in an emerging industry leader with a great company culture & team
Competitive compensation and equity
Retirement Plan (401k)
Employer-sponsored medical, dental and vision insurance and other HR benefits
Open vacation policy
This position is eligible for commissions with OTE expected at $120,000