Customer Success Manager

Traliant, a leader in compliance training, is on a mission to make workplaces better, for everyone. With a promise of “compliance you can trust, training you will love,” Traliant offers engaging, story-based online courses supported by an expert in-house legal team covering essential topics like sexual harassment training, diversity training, code of conduct training, and many more.

Backed by PSG, a leading growth equity firm, and serving over 14,000 organizations globally, Traliant has been recognized on Inc.’s list of 5000 fastest-growing private companies in America for four consecutive years, along with multiple awards for its products and workplace culture. For more information, visit http://www.traliant.com and follow us on LinkedIn.

Overview: 

As a Customer Success Manager (CSM), your primary responsibility is to ensure the satisfaction and success of our customers throughout their journey with our company. You will act as the main point of contact for clients, understanding their growth and renewal needs, resolving issues, and fostering long-term relationships. By providing guidance, support, and advocating for their interests, you will drive add on sales to contribute to the growth of the business and maintain high levels of customer retention.

Key Responsibilities:

1. Client Relationship Management – Renewal and Expansion

· Develop strong credible relationships with our clients by supporting them to optimize and maximize their return on investment (ROI) from our offerings.

· Regularly communicate with clients to understand their needs, concerns, and objectives. 

· Hold Executive Business Reviews regularly with clients to proactively identify and close opportunities to upsell or cross-sell products or services that align with client goals.

· Drive revenue growth by proactively identifying upsell and cross-sell opportunities within the customer base, managing renewal processes to ensure retention and to meet team and individual sales goals.

· Gain new business referrals and references.

· Monitor client progress and offer additional support or resources as needed to maximize their utilization of our offerings.

· Employ best practices to reduce customer churn and continuously grow accounts

2. Issue Resolution

· Act as the primary point of contact for resolving client inquiries and concerns, in a timely and effective manner.

· Act as the “voice of the customer” internally and use customer feedback/insights to drive the customer experience

· Collaborate with internal teams, such as product development or technical support, to address complex client issues and ensure swift resolution.

· Document and track client interactions and resolutions using Salesforce, Gong or other designated systems.

3. Customer Success Planning

· Develop customized strategic account plans for each client, outlining clear goals, milestones, and metrics for measuring progress.

· Regularly review and reassess client success plans to ensure alignment with evolving business objectives.

· Provide strategic guidance and recommendations to clients to optimize their use of our products or services and achieve their desired outcomes.

· Participate in Customer Success team initiatives that will allow for continuous improvement and scaling

4. Customer Feedback and Advocacy

· Gather feedback from clients regarding their experiences, challenges, and suggestions for improvement.

· Advocate for clients' needs and preferences within the company, influencing product development and service enhancements.

· Serve as a vocal supporter and promoter of our company and offerings, both internally and externally, to drive customer loyalty and referrals.

Qualifications:

· 5+ years of proven experience and success in a b2b customer-facing role, such as customer success, account management, or sales.

· Proven record of growing/expanding accounts through cross-sell and upsell

· Excellent interpersonal and communication skills, with the ability to build rapport and effectively convey complex information to diverse audiences.

· Strong problem-solving abilities, with a proactive and solutions-oriented mindset.

· At least 3 years of experience using Salesforce as a CRM, and at least 1 year of experience using Gong and automated e-mail cadence tools (ie Salesloft, Gong Engage). 

· Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously, and strong pipeline management.

· A passion for delivering exceptional customer experiences and driving positive outcomes for clients and the business.

Benefits

· Medical, dental and vision insurance

· 401K

· Generous PTO, paid sick and safe time, and paid holidays

· Employer paid life, short-term and long-term disability insurance

· Paid Parental Leave

· Weekends start at 3PM on Fridays

· Employee Resource Groups

· Discounts on entertainment

· Wellness program

· Pet insurance

· EAP for you and your household

· Company swag!

Position type and expected hours of work: 

Full time. Fully remote. Work schedule Monday - Friday, regular business hours. While performing the duties of this job, the employee will work in a professional, fast paced environment that may require additional hours to complete work.

Compensation:

$65,000 annual base salary plus eligible to earn commissions on closed sales. On target earnings (OTE) equal to $95,000 annually (base plus commissions).

Traliant is an equal opportunity employer committed to diversity and inclusion.

Qualified individuals who bring diverse perspectives to the workplace are especially encouraged to apply.