Customer Success Manager
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Job Description
Customer Success Manager guiding organizations using Submittable’s social-impact program platform. Building success plans, conducting business reviews, and driving client expansion.
Responsibilities:
- Serve as the primary point of contact for an assigned group of Submittable clients
- Build trusted advisor partnerships aligning Submittable’s value with client business goals
- Build tailored Success Plans with clear goals and milestones
- Identify barriers to program growth and recommend strategies based on client research and industry knowledge
- Schedule and conduct Business Reviews to track Success Plan progress
- Identify opportunities for Account Executives to expand Submittable’s footprint through new features, services, and instances
- Partner with Account Executives, Technical Support, and other Submittable teams to resolve client needs and identify expansion opportunities
- Recommend improvements to Submittable’s business, products, and client approach based on client feedback
- Keep accurate, up-to-date client records in Salesforce
- Build long-term business relationships by following through on commitments and responding promptly to client needs
Requirements:
- 3+ years of experience in B2B SaaS sales, customer success, or account management
- Experience recognizing sales and expansion opportunities within existing client accounts
- Learns new software quickly and explains technical product functionality clearly to clients
- Communicates clearly in writing and in conversation with client stakeholders at all levels
- Organizes work across multiple accounts and competing priorities, meeting deadlines in a fast-paced, collaborative team environment
- Adjusts plans and approach as client needs and priorities change
- Keeps detailed, accurate records of client activity and commitments
- Experience using a CRM to manage client records; Salesforce experience preferred
- Experience supporting clients through complex procurement processes, such as those at government agencies or universities, preferred
- Eligible to work in the United States
- Must not require scholastic or employment visa sponsorship
- Applicants must not reside in Alaska, Delaware, Hawaii, Louisiana, Maine, New Mexico, North Dakota, Oklahoma, Rhode Island, Vermont, Washington, West Virginia, or Wyoming
Benefits:
- Comprehensive health and life insurance with optional HSA, FSA, and DCA accounts
- 401(k) plan with employer match starting day one
- Equity stock options to share in our success
- Flexible hours, remote work options, and generous vacation and sick leave
- Paid parental leave for mothers, fathers, and adoptive parents
- Professional development stipends to support your career growth
- Opportunities to participate in community outreach and volunteer programs
- Monthly company-sponsored happy hours and gatherings to connect and unwind
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