Management One® is a bootstrapped, profitable, 100% remote, ~20 person team of thoughtful individuals who value autonomy and impact. We’re committed to delivering a product our customers rely on to grow and sustain their small businesses. At Management One, we're taking the foundation of a 30 year old business and bringing it into the modern era. With our roots as one of the only outsourced inventory planning services, we've built a unique and proprietary database of independent retail data that can facilitate better and more timely insights and forecasts, and the leading SaaS platform for inventory planning, Retail Orbit®. Our goal is to serve independent retailers with inventory planning and education that empowers them to be the best retailers in their communities.
About You
We are looking for an experienced Customer Success Manager (CSM) to join our team. We’re looking for someone with a customer obsession - someone who needs to understand the why of customer behavior to deliver the experience that helps the right customers accomplish their goals. The CSM will be responsible for cultivating and maintaining strong relationships with a portfolio of assigned customers, both existing and new, ensuring their success and satisfaction with our products and services. In this role, you will be the voice of the customer working cross functionally with the Sales, Marketing, Product Development, and Operation teams. This is an exciting opportunity to help shape the development of the CS department within an innovative, rapidly growing business, with multiple opportunities for future growth.
What You’ll Do
● The primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through the life of the client.
● Work cross-functionally and collaboratively with the Sales, Support, Marketing, and Development teams to elevate and enhance the overall customer experience.
● Monitor Retail Orbit platform usage and proactively contact clients whose usage dips to ensure the health of the relationship and prevent churn.
● Build strong relationships with our external consultants who service our Direct customers to increase retention.
● Utilize the CRM (HubSpot) to keep track of key account data, opportunities, logging calls and relevant notes.
● Maintain the data input and hygiene of the customer relationship management system for all assigned clients.
● Support the Director of Customer Success in the iteration and development of tools, processes, and best practices to shorten time to value and increase retention, ensuring a proactive strategy for each customer based on their job to be done.
● Assist the Customer Success team in the preparation and distribution of client and consulting agreements, scheduling Direct client calls, and with the overall client onboarding experience.
● As the voice of the customer, assist the training team in the development, preparation, delivery, and organization of all training materials.
You Should
● Be working on an American Time Zone.
● Have 3+ years in a customer facing role in a B2B software or services company.
● Understand inputs of customer retention through real-world experience developing strong customer relationships and understanding of their needs.
● Be growth-minded with a strong desire to learn and make a difference, along with the professional drive to meet deadlines in a virtual office environment.
● Excellent customer service and problem-solving skills.
● Excellent organizational skills and attention to detail.
● Exceptional communication and interpersonal skills.
● Ability to be self-directed but also work well within a team environment.
● Bonus points if you have experience working with small or mid-sized retailers or similar small businesses
Why Management One?
● 100% remote company
● Unlimited PTO with expected minimum days taken to ensure healthy work/life balance
● Medical coverage including HSA option with premiums 100% paid by company (US residents)
● 401k matching (US residents)
● A rewarding mission to help small businesses thrive
Our Values
● Generosity - Give before you get, go the extra mile to help colleagues and customers succeed
● Curiosity -- Asking why and going deeper into problem statements
● Adaptability -- Looking to see where the puck is headed so we are solving relevant problems
● Collaboration -- Open to learning and improving from others by working with them
WE ARE AN EQUAL OPPORTUNITY EMPLOYER, AND WE ENCOURAGE CANDIDATES FROM DIVERSE BACKGROUNDS TO APPLY.
Seniority level
Associate
Employment type
Full-time
Job function
Customer Service and Project Management
Industries
Technology, Information and Media
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