Who Our Client Is:

Our client is a purpose-driven company that helps organizations turn employee feedback into useful business intelligence and credible employer recognition through their program. Built on 14 years of culture research and the results from 23 million employees surveyed across more than 70,000 organizations, our client delivers the most accurate competitive benchmark available. With access to a unique combination of patented analytic tools and expert guidance, our client’s customers lead the competition with an engaged workforce and an opportunity to gain recognition for their people-first approach to culture.

Our client is committed to fostering a diverse and inclusive environment.

What Our Client Needs:

A Strategic Customer Success Manager whose mission is to build client loyalty and success through product adoption with our strategic accounts. You will develop and implement a year-round touchpoint strategy with strategic clients to ensure our client's products/services are exceeding expectations, clients are getting value from our products and services, and have all of the tools and resources they require. You will act as the voice of the customer, using their feedback to enact product and/or process changes within the company. Additionally, a Strategic Customer Success Manager is an expert on the technical side of projects and can offer insight and tips on how to use features and troubleshoot.

What You’ll Do:

• Be a strategic visionary that can anticipate decisions, explore and uncover business needs and understand how our client’s solutions can lead the customer to success
• Aid company growth by nourishing, building, and growing relationships across a portfolio of strategic accounts
• Establish clear goals, milestones and metrics that you and the customer will be working towards; periodically re-assessing and reviewing these with the customer
• Understand and align with your clients business goals, most importantly using the company's platform to help them in achieving those goals Strategic accounts will be serviced in conjunction with the Strategic Account Managers, and this partnership is crucial to the success of these accounts.
• Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
• Work collaboratively with a variety of other departments, such as Onboarding and Support, Client Services, Development, and Finance to ensure ongoing customer satisfaction and retention
• Contribute to revenue generation through account expansion and renewals opportunity identification
• Use available technology regarding customer usage data to implement year-round touchpoint strategy with clients
• Completing regular checkpoints via phone and email, sending relevant marketing content, etc.

What You’ll Need:

• You are an established customer success professional with 3 or more years of experience, who finds satisfaction in helping your customers achieve great things. You have an excellent track record in customer success
• You are a platform expert - you can clearly and easily lead your customers, and tie organizational challenges and priorities to our platform and services, with a focus on implementation and servicing strategic accounts
• You work collaboratively with the Strategic Account Managers to develop and foster customer relationships using company platform knowledge. Alongside the Strategic AM, build, own, and execute client success and engagement plans
• The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or C-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, etc.
• You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems
• High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
• Executive project management skills and ability to manage, onboard, and communicate effectively across the C-suite
• Outstanding communication skills (written, verbal, and presentation)

Benefits of Working with Our Client:

• Gain hands-on experience in data analysis and storytelling
• Opportunity to work on meaningful projects that impact organizational strategy and employee well-being
• Collaborative and inclusive work environment
• The opportunity to work for a Certified B-Corporation using business as a force for good (https://www.bcorporation.net/) 

 What They Offer:

• 3 weeks paid time off
• Flexibility, with the opportunity to work from home
• Company pays a portion of individual health care premium
• Option to participate in a company-sponsored 401(k) 
• Training and education
• Tuition reimbursement program
• Opportunity to work for a purpose-driven organization using business as a force for good

Our client has adopted remote work with employees in various locations, with some exclusions:

• California
• Massachusetts
• New York City
• Washington
• Outside of the US