Customer Success Manager
San FranciscoOn-siteFull-time
AI Summary
Customer Success Manager who guides a book of business through onboarding, adoption, and expansion, driving ARR growth and scalable processes.
About this role
As a Customer Success Manager, you will be a strategic advisor for our product offering to customers, ensuring their success and maximizing their value from Windfall's solutions. You will take ownership of a book of business and guide them through the entire lifecycle – from onboarding to expansion. Your role will also be instrumental in driving Windfall's growth by implementing scalable processes.
We’re on a mission to change how organizations perceive and use people data. And we hold true to our core values of: (1) Be an excellent communicator; (2) Operate with transparency; (3) Provide leverage, not optimization; (4) Make a difference every day; and (5) Act with integrity and trust.
Responsibilities:
- Own end-to-end customer experience, including onboarding, product adoption and usage, implementation of best practices, and growth
- Identify new opportunities within the customer base, including potential for increased sales, enhanced analytics, and broader marketing initiatives
- Proactively manage relationships within customer teams, including multi-threading across departments and levels and adapting to changes like new team hires and departures
- Actively track, manage, and promote best practices regarding platform and data usage, including log-ins and data utilization
- Develop internal playbooks and customer-facing content, including best practices and thought leadership pieces
- Develop and implement efficient processes to enhance customer engagement and satisfaction
- Actively manage Annual Recurring Revenue (ARR) through active retention and identification of upsell opportunities
- Contribute to strategic projects and the Customer Success roadmap to drive continuous improvement
- Partner with other Windfall departments on internal enablement, webinars, and internal or customer-facing documentation
- Lead efforts to validate and enhance the effectiveness of Windfall's offerings
Requirements:
Preferred Requirements:
- Prior startup experience, particularly in B2B SaaS or data companies
- Proficiency in advanced PowerPoint (with high design standards) and intermediate Excel (including pivots)
Attributes of Successful Candidates:
- Thrives in the challenges of startups, motivated by the opportunity for rapid learning and growth rather than a traditional 9-to-5 routine
- Exemplary organizational skills and meticulous attention to detail, coupled with a commitment to task completion and thoroughness
- Outstanding verbal and written communication skills, capable of simplifying complex issues and adjusting communication styles for diverse audiences
- Highly analytical and adept at problem solving
- Team-oriented attitude. Contribute, share expertise, take accountability, and foster empathy in relationships
Skills
ARR ManagementB2B SaaSCRM (Salesforce, HubSpot)Cross-Functional CollaborationCustomer Success ProcessesData AnalyticsDocumentation And Playbook CreationExcel (pivot Tables, Data Analysis)Executive-level PresentationLifecycle ManagementMarketing AnalyticsOnboarding AutomationsPerformance MeasurementPowerPoint (advanced)SLA And GovernanceUpsell And Cross-sell Strategy
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