Customer Success Manager

JOB OPPORTUNITY

Customer Success Manager

Location: USA—Work from home #LI-Remote

 mdf commerce Inc. is an international team of approximately 650 experts who develop a broad set of SaaS solutions to optimize and accelerate commercial interactions of its B2B and B2G customers.
 
This position will join our team supporting the EcoInteractive business line, which falls under the GovTech division of SOVRA brand products serving government customers.  

 EcoInteractive is the leading enterprise software provider to government transportation and environmental agencies. With 3,000+ users and $3B+ tracked within our software, government agents use our SaaS cloud-based solutions to complete mission-critical workflows. We have a track record of 100% customer retention over the last several years, and our company is growing quickly with strong demand for our cloud-hosted solutions. We are a nimble and entrepreneurial team of multi-talented individuals, who care deeply about our commitments to customers and to each other. We value collaboration, humility, accountability, efficiency, and a relentless drive for excellence.

As a Customer Success Analyst, you will be responsible for building and maintaining strong relationships with your clients to help ensure that they are successful on our platform. You will have regularly scheduled calls with clients and will work cross-functionally within the company to help ensure any needs of the clients are met.

This is an associate-level position where you will make an immediate, tangible impact every day. You will be part of a result driven, detail oriented, and organized team, and will be responsible for building relationships with your fellow team members and collaborating with cross functional teams to solve complex problems.

What will your main responsibilities look like?

In this role, you will be expected to:

• Serve as the strategic advisor and primary point of contact for your portfolio of clients, driving customer success across onboarding, adoption, and expansion.
• Collaborate with technical teams to translate customer feedback into actionable insights and escalate issues or feature gaps appropriately.
• Meet with clients at a scheduled cadence (anywhere from weekly to bi-annually based on needs) to help ensure that they are successful on the platform and conduct regular business reviews and strategic check-ins to align on goals, assess health, and reinforce product value.
• Become a product and domain expert - from workflow and feature functionalities to main customer use cases.
• Work with the implementation team to help ensure a smooth transition into CS and to provide the best service possible to the client.
• Lead the onboarding for new clients and work to guarantee complete adoption of the platform by the client.
• Identify and support qualified expansion opportunities in partnership with Sales, ensuring value alignment and timing.
• Capture client priorities and influence the product roadmap by articulating trends, needs, and impact. 
• Interface with the internal technical team to scope requests, implement new feature requests, and set up integrations.
• Expected to regularly evaluate and refine the processes you are involved in.

What elements of your professional background will be necessary and useful in this role?

• At least 3 years of experience in a Customer Success or Strategic Account Management role, managing a book of business and driving client outcomes.
• Customer-centric and consultative—you thrive in business conversations, understand client objectives, and translate them into platform strategies.
• Great time-management and organization skills with attention to detail, ability to meet deadlines, and initiate appropriate follow-ups.
• Experience onboarding multiple clients at the same time.
• Effective collaborator with cross-functional teams - especially product, implementation, and engineering.
• Hunger to learn, grow and perform - we are a small team, which means plenty of opportunities for you to own new responsibilities.
• Advanced in Word, PowerPoint, and Excel.
• Bachelor’s degree or equivalent practical experience.
• Required: Authorized to work in the US or Montreal, Canada - unfortunately, we are not able to sponsor work visas or transfers at this time.

Our offer

• A flexible work schedule (40 hours/week).
• Work from home
• Work equipment provided while working from home.
• Competitive benefits, 401K, and compensation programs.
• Flexible paid vacation, personal, and sick days off.
• Closed office during the holidays
• Paid vacations between Christmas and New Year’s Day.
• We believe in People First at EcoInteractive, which means developing and nurturing our talents, and creating an environment where we support each other, can depend on one another, and enjoy the camaraderie of a great group of people collectively working to accomplish meaningful goals. 

Thank you for your interest in mdf commerce. However, only selected candidates will be contacted.

At MDF Commerce, we are committed to fostering an inclusive and equitable workplace. We are an equal opportunity employer and do not discriminate against any employee or applicant for employment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status, or any other characteristic protected by applicable laws. We are dedicated to providing a work environment free from discrimination and harassment. In addition, we are committed to ensuring pay equity across our organization and regularly review our compensation practices.

mdf commerce, within its wholly owned subsidiaries International Data Base Corp. doing business as BidNet and Periscope Holdings Inc., participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

mdf commerce, dentro de sus filiales International Data Base Corp. haciendo negocios como BidNet y Periscope Holdings inc., participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE.UU.