Customer Success Manager

Company Overview:

White Cup offers a revenue intelligence platform with CRM, BI and Pricing products that are purpose-built for distributorships and office technology dealerships. With decades of industry experience, White Cup is trusted by more than 1,000 customers globally. Our diverse team of industry experts is committed to building and delivering value to our markets.

Position Summary:

The White Cup CRM Customer Success Manager is responsible for achieving commercial outcomes of revenue retention and subscription renewals of our White Cup CRM product. Your focus is on building long-term relationships with customers to ensure a high level of adoption, loyalty and value realization throughout their entire lifecycle.

Duties and Responsibilities:

Responsibilities include but are not limited to:

Build Relationships

• Build meaningful and credible relationships with our customers by maximizing their return on investment and stickiness with our products, thereby driving renewals and revenue retention
• Communicate success measures and use cases to assist in highlighting the value realized while using White Cup CRM
• Ensure customers are updated on recent enhancements and new features released by our Product and Development teams
• Act as the “voice of the customer” internally by providing valuable feedback/insights that drive the customer experience

Drive Adoption

• Interact with customers on at least a monthly basis to understand their needs, address concerns, and ensure engagement and user adoption remains healthy
• Monitor and measure customer satisfaction and usage metrics to take proactive action and remedy any concerns
• Communicate recommendations and best practices to our customers enabling growth and increased adoption

Deliver Revenue Retention

• Utilize customer health indicators and usage metrics to proactively remedy potential concerns
• Achieve 100%+ net revenue retention
• Assist in negotiating renewal terms and platform expansion opportunities with customers

Internal Responsibilities

• Keep current on industry standards and trends, current technologies and tools. Keep current about the latest company product releases and product roadmaps and assist as needed with internal training to team members.
• Attend meetings, contribute to, and complete any internal assignments that promote teambuilding, shared knowledge, and time management, higher efficiencies, etc.

Qualifications and Skillsets:

• 3+ years experience in Renewals/Account Management within a B2B SaaS environment.
• Demonstrated experience meeting or exceeding industry standard retention rates
• Strong presentation, objection handling, and closing skills.
• Customer-centric with a proactive and “get-it-done” attitude.
• Effective prioritization, time management, and organizational skills.
• Understanding of B2B software implementation and support processes.
• Familiarity with Customer Relationship Management (CRM) applications.
• Proficiency with Microsoft suite, including Outlook, Windows, Word, Excel, and PowerPoint.
• Bachelor's degree (BS/BA) or equivalent experience, preferred.
• Prior experience working in or consulting in wholesale distribution or manufacturing industries is a plus.

Physical Requirements and Work Environment

• Primarily a stationary position, either standing or sitting, with occasional need to move about to access file cabinets, printer/copier, etc.
• Frequent use of computer and office equipment such as telephones, Zoom or other video conferencing tools, printers, etc.
• Ability to communicate effectively via video meetings and presentations, typically in a standard home office environment.

This role operates in a home or remote office environment. Standard office equipment is regularly used.

EEO Statement: White Cup is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Disclaimer: This job description does not include every duty or responsibility that the employee may be asked to perform at some point in time. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.