Customer Success Manager

Are you excited about a career in SaaS that has a direct effect on the hospitality industry? This might be the perfect opportunity for you!

In this role you will:

A Customer Success Manager at Actabl Plans and implements outbound sales strategies. Collaborates with clients and internal departments to develop features and product improvements. Handles the onboarding process for new accounts. Coordinates with customers to understand their goals and helps them execute plans to achieve them.

Typical Functions:

• Collaborates with marketing to build customer references.
• Monitors and reports on key metrics to ensure sales targets are met.
• Troubleshoots minor issues and forwards larger problems to the appropriate party.
• Documents details of all calls and customer interactions.
• Responsible for managing a portfolio of accounts to foster long-term business relationships.
• Serve as the primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders, maintaining a focus on driving business value from onboarding through renewal.
• Deliver a proactive customer engagement strategy to drive renewals, product adoption, training, and revenue growth.
• Utilize the Customer Success Platform to establish and monitor customer KPI’s (platform usage, settings, customer sentiment, and more) to ensure the ongoing health of the relationship.
• Act as an escalation point to drive resolution on customer issues in a timely, proactive manner.
• Identify at-risk renewals and deliver on customer remediation plans.
• Maintain Account Plans for each customer for proactive management and company alignment.
• Create and conduct Business Reviews to exchange business updates, deliver data insights, set goals, consult on optimal product usage, and plan for partnership development.
• Serve as the customer advocate to drive cross-functional teams across sales, development, product management, implementations, and support.
• Utilize CRM to keep track of key account data, opportunities, logging tasks, activities, and to communicate to internal stakeholders.
• Lead customer webinar sessions as part of ongoing product adoption efforts.
• Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and consulting to help them achieve their objectives.
• Provide customers with information and assistance regarding product updates and new features.
• Other duties or functions may be assigned.

• Bachelor’s degree Area of Study: Business Administration, Hospitality or general Bachelor’s degree and 2-3 years of experience in Customer Success, Account Management or related disciplines for a global SaaS or enterprise software business customer-facing experience with large and strategic customers.
• Experience establishing and growing relationships with all levels within enterprise organizations.
• Excellent organizational, presentation and communication skills (written and verbal).
• Strong attention to detail and analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans.
• Ability to succeed in a fast-paced, dynamic and high-growth technology environment. A successful candidate will be a self-starter, who is able to work independently as this is a fully remote position
• Experience in Excel, Word & PowerPoint is required; proficiency in G-Suite (Google Drive, Gmail) is preferred.
• Expertise in SalesForce, ChurnZero, TeamSupport, Monday.com preferred.
• Willing to travel based on customer and business needs.
• Experience in Customer Success, Account Management or related disciplines for a global SaaS or enterprise software business Customer-facing experience with large and strategic customers preferred.
• Hospitality Industry experience preferred; Customer Success is the “Front Desk” of Actabl - we are looking for individuals who are passionate about serving the people who power the service industry!

Employees at Actabl are eligible for the following benefits:

• Competitive Pay
• Excellent benefits: health, dental, and vision insurance
• Traditional & Roth 401(k) plans with employer match
• Discretionary time off
• Flexible work arrangements
• Robust company holiday list and winter closure
• Leadership development

Sound like you? Please click on the "apply" button.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.