Customer Success Manager

About Us:

AkitaBox is a growing company of about 40 people, headquartered in downtown Madison, WI. We were founded in August of 2015 by a nuclear engineer, a building technology guru and a lifelong salesman who had a vision to advance the built environment to improve the lives of others. Our software-as-a-service product helps building managers and operators automate their manual maintenance processes, saving them time, money, and likely a few choice words. With our ridiculously easy to use software interface, phenomenal customer success and efficient implementation; our product is selling faster than a newly launched Tesla. If you’re looking for a startup company that values transparency, empathy, personal AND professional growth, but still knows how to have some fun - we’re the company for you. We’re disrupting the world’s largest market - the world you and we live in. Our team is expanding rapidly, and we want you to help us continue our growth.

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What we’ll do for you:

We practice the golden rule - we treat you as you want to be treated. We only hire people we trust (seriously it’s written in our core values), so from day one, you’ll be treated as an expert with valid opinions. You’ll work with us, not for us. We want to help you achieve your goals, while you help us achieve ours. We have a relaxed and flexible small business work environment with tons of opportunity for growth and upward mobility. We’ve also got you covered with full health benefits, vacation, and paid holidays. In short, we let you be… well... You!

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Who you are:

You’re excited by the startup environment and want to contribute to fine-tuning the structure and scalability of the customer success team. You’re attentive to the details, have great time management skills and are an effective communicator. You’re naturally curious and persistent with a high focus on relationship-building, discovery and communication. You’re looking for a work culture that makes you feel at home, and values you for what you’re good at - which is why you should work at AkitaBox.

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What you’ll do:

As one of our Customer Success Managers, you’ll be responsible for transforming our current clients into product champions. You’ll focus on maximizing customer adoption and value, leading to high customer satisfaction scores, strong renewal rates and expansion. You thrive in a highly cross-functional role, working closely with our customers to understand their business needs, but also internally with implementation teams, sales, product, engineering and marketing.

• Be the trusted partner for our customers on use-case and product functionality
• Manage customer onboarding and organize ongoing education initiatives
• Drive account adoption and satisfaction
• Learn and anticipate customer needs to solve problems and identify additional revenue opportunities
• Employ multi-channel communication strategies to overcome growth/expansion challenges
• Deliver and communicate ROI for our clients, throughout the customer lifecycle
• Monitor customers' activity and run appropriate playbooks to retain and satisfy
• Represent the voice of the customer to provide input into every core product, marketing and sales process to influence the growth of our software and company
• Collaborate with the engineering and development team to set up or configure our software platform per customers’ requirements and troubleshoot technical issues raised by customers
• Gauge customers’ levels of engagement and provide feedback to the other teams regarding product and service improvements
• Partner with leadership on customer business reviews and strategy, while helping to support expansions

• You must have at least three years of experience in a customer success, customer service, and/or account management position. You have experience managing customer retention and contributing to year over year growth. 
• You’re organized and goal oriented with a history of achieving goals. You’re an analytical storyteller, using data to help depict customer usage and growth opportunities. 
• You have proven experience building strong interpersonal relationships with customers and a high degree of self motivation and drive. 
• You have a Bachelor’s Degree or equivalent work experience, with the ability to travel up to 10% of the time.

AkitaBox is an equal opportunity employer. Our equal opportunity employer policy reflects our commitment to ensure equality and promote diversity in the workplace. We strive to find ways to attract, develop and retain highly qualified individuals representing the diverse communities in which we live.