Job Description:

We are seeking a Customer Success Manager (Remote) to join our growing team with Path LMS!

Position Summary

A Day in the Life

Client Portfolio Management

• Proactively manage portfolio of assigned clients through health checks measuring adoption, usage, and success.

• Handle contract renewal process and expansion of both software and service.

• Achieve targeted KPIs including client renewals, platform usage, and positive NPS.

Relationship Building & Communication

• Build relationships with assigned clients and act as their internal
  voice.

• Manage client expectations through clear communication and anticipating
  roadblocks.

• Consistently log all client interactions and activities in Salesforce.

Revenue Growth & Optimization

• Identify upsell and cross-sell opportunities to increase annually recurring revenue (ARR).

• Improve overall awareness of Momentive Software to promote brand and solutions.

Industry Expertise & Strategic Guidance

• Serve as subject matter expert within assigned industry vertical.

• Provide clients with industry best practices and proactive strategies.

• Collect and utilize client data to drive adoption and monitor risk.

Data Analysis & Reporting

• Analyze and provide data/metrics on account statuses, trends, and client health.

• Report findings to management and internal teams.

• Manage pipeline moving swiftly to meet assigned quota.

Feedback & Process Improvement

• Capture and share client feedback cross-functionally.

• Submit items to product/development team for consideration.

• Escalate unresolved client concerns to management.

• Share recommendations to improve processes with client success team.

• Other duties as assigned

We are looking for someone who brings

• Develop and maintain strong client relationship throughout the customer lifecycle

• Basic knowledge of platform system and tools

• Provide best practices to clients

• Strive for excellent customer service and delivery, ensuring any concerns/complaints are dealt with and responded to promptly Lessons learned are identified and shared with the relevant teams

• Engage with customer to promote software adoption and onboarding strategies

• Ability to communicate at all levels of an organization including the C-Suite

• Provides renewal sales quotations and responds to requests for proposals

• Manage book of business

• Occasionally directed in several aspects of the work

• Gaining exposure to some of the complex tasks within the job function

• Ability and willingness to travel up to 10% for client visits in the US and Canada.

Experience:

• 3+ years of related experience

• Requires a bachelor’s degree

• Must have excellent analytical and problem-solving skills

• Must have the ability to work independently and handle multiple priorities and deadlines simultaneously

• Strong presentation skills and ability to negotiate

Computer/Technical:

• Proficient in Microsoft Office Suite

• Demonstrate ability to learn and understand basic office software applications

• Familiarity with CRM and performance tracking

Other Skills:

• Excellent verbal and written communication, organization and follow up skills

• Excellent relationship building skills and ability to work both individually and as a member of a team are necessary

• Ability to work effectively within a fast-paced, deadline-driven environment

• Proven track record building successful relationships and partnerships at all organizational levels, internally, externally, intra and interdepartmentally

• Strong client focus with exceptional collaboration skills ability to influence.

Nice to have:

• Salesforce experience

• SaaS solutions

• Association/non-profit sector experience

• Client Success Platform experience

About Us:

Momentive Software amplifies the impact of over 30,000 purpose-driven organizations in over 30 countries. Mission–driven organizations and associations rely on the company’s cloud-based software and services to solve their most critical challenges: engage the people they serve, simplify operations, and grow revenue. Built with reliability at the core and strategically focused on events, careers, fundraising, financials, and operations, our solutions suite is bound by a common purpose to serve the organizations that make our communities a better place to live. Learn more at momentivesoftware.com

Why Work Here?

At Momentive Software, we’re a team of passionate problem-solvers, innovators, and volunteers who believe in using technology to make a real difference. We dream big, support each other, and take pride in creating solutions that help our customers drive meaningful change. If you’re looking for a place where your work matters and your ideas are valued, you’ll find it here.

Medical, Dental & Vision Benefits
401(k) Savings Plan & Company Match
Flexible Planned Paid Time Off
Generous Sick Leave
Casual Environment
Purpose-Driven Culture
Work-Life Balance
Passionate About Community Involvement
Company Paid Parental Leave
Company Paid Short Term Disability
Remote Flexibility

Momentive Software actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All persons hired will be required to verify identity, minimum age of 18, eligibility to work in the United States (without sponsorship), and to complete the required employment eligibility verification form upon hire.