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Customer Success Manager (CSM) - Full Time

Benbria is a funded high-growth technology start-up that builds real-time customer engagement and customer notification solutions. You will be working with some of the largest enterprises and organizations in the world and have the potential to positively impact the lives of many. The Customer Success Manager (CSM) ensures the overall success of Benbria® customers when using our Loop® products by building high value relationships with them from post-contract and throughout their subscription period. This includes: onboarding, training, customer support, professional services, increasing adoption, ensuring retention, and identifying upsell and cross-sell opportunities.

What is the job?

  • Establish a trusted/strategic advisor relationship with the assigned customer and drive continued value of Loop products
  • Provide first line support, escalate issues to engineering and product management, communicate updates to our customers, and maintain our knowledgebase
  • Develop, prepare, and nurture Loop customers for advocacy
  • Work with Loop customers to establish critical goals, or other key performance indicators and aid the customer in achieving these goals
  • Work closely with Benbria engineering, product management, and sales teams to advocate customer needs and issues, and to ensure customer satisfaction
  • Develop and improve scalable processes and efficient tools to achieve these goals

Who are we looking for?

  • 2+ years of relevant work experience
  • Comfortable learning complex software and training non-technical customers
  • Strong written and verbal communication skills including C-level presentation skills 
  • Ability to navigate complex customer organizations and manage difficult conversations
  • Excellent work ethic and a history of getting things done
  • Organized, adaptable, execution-oriented, and data-driven
  • High energy, self-motivated, and team-oriented
  • Dedicated to client success and a passion for exceeding client expectations
  • Strong analytical and problem solving skills
  • Comfortable with Microsoft Word, Excel, and PowerPoint
  • Willingness to support client requirements that may fall outside of normal business hours
  • Ability to travel up to 10% of the time

Nice-to-haves

  • Love technology, understand the key elements of enterprise IT infrastructure and comfortable with API integration
  • Proven experience in deploying and supporting large complex SaaS products
  • Experience in project management
  • Experience balancing multiple priorities
  • Experience with Salesforce or Force.com platforms
  • Fluent in French

What we offer?

  • A great team
  • Flexible work environment
  • Comprehensive benefits package
  • Competitive salary
  • Low-cost on-site gym
  • Free coffee (or tea!)
  • Sponsoring continuous education – online courses and conferences are on us!
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