Customer Success Manager

Job Title: Customer Success Manager

Supervisor: Senior Director, Customer Success Management

Department: Customer Success

Salary Range: $70,000 - $100,000, based on qualifications and experience (Plus additional targeted bonus)

Location: Remote - Preferred States: Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Maryland, Michigan, Minnesota, Missouri, Nebraska, New Hampshire, New Jersey, New Mexico, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Vermont, Washington, West Virginia, and Wisconsin.

Job Summary:

The Customer Success Manager (CSM) will work directly with TraceGains customers to ensure they are successfully onboarded, implemented, and retained.  This role entails consulting with the customer to determine how the TraceGains solutions can meet their needs, leveraging product knowledge and an in-depth understanding of each customer’s business environment (organization, people, goals, and assets). Internally, the Customer Success Manager works with TraceGains R&D, Sales, Support, Marketing and Customer Success (CS) on behalf of the customer.

Essential Duties/Responsibilities:

• Onboard customers and drive the initial implementation and integration while effectively managing customer expectations
• Drive adoption of the TraceGains product within the customer base
• Serve as a customer advocate while effectively collaborating with internal, cross-functional teams including R&D, Sales, Marketing, and Finance
• Develop methods of account management that allow for continuous improvement in customer satisfaction and retention rates
• Build strong customer relationships from the user level to the executive sponsor
• Assist in identifying opportunities for revenue growth
• Collaborate with our Finance department to manage the renewal process
• Act as an escalation point for customer issues
• Be a TraceGains product expert and assist Revenue team members during the sales process, by bringing real world examples of how existing customers have used TraceGains

Minimum Job Requirements:

• Onboard customers and drive the initial implementation and integration while effectively managing customer expectations
• B.S. or B.A degree
• 3 to 5 years’ experience in a client facing role
• Previous experience consulting, and/or customer service/support skills
• Strong oral, written, and presentation skills
• Prior experience as a Customer Success Manager and/or onboarding/implementing customers in a SaaS company is a huge plus
• Experience in the Food and Beverage industry and/or Supply Chain experience is a plus
• Ability to be a positive team player, willing to grow and change

• Occasional travel is required for department meetings, all company events, in-person seminars/networking events, etc.
• Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit screening, where applicable and in accordance with federal and local regulations

** Accepting applications until 12/31/2024 **

Why you’ll want to join us:

Founded in 2008, TraceGains connects people and information so teams can work smarter. As a global technology company, we provide networked innovation, quality, and compliance solutions to consumer brands that want to reduce supply chain risk, speed up business processes, and take control of data. On average, companies find 80% of their suppliers already on TraceGains Network, allowing them to connect and collaborate instantly.

Plus, we offer great benefits, including:

• Health, dental, vision, life insurance, AD&D, STD, and LTD coverage, supplemental (accident, hospital & indemnity, and hospital) coverage, paid parental leave, pet insurance, identity theft, and more!
• Fully remote work environment.
• Flexible paid time off available on your date of hire
• A 401(k) plan and company match for saving for your future

• Company Paid Volunteer Days
• Advancement opportunities and promoting from within

TraceGains provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Applicants must be over the age of 18 and have proof of authorization to work in the U.S. for consideration.

TraceGains participates in E-Verify and will provide the federal government with your I-9 information upon hire to confirm that you are authorized to work in the U.S.

Employees interested in applying:

Please reach out to your HR Department for details.

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Compensation$70,000 - $100,000, based on qualifications and experience (Plus additional targeted bonus)