Customer Success Manager

Job Purpose

Comprehensive Finance, Inc. (CFI), Customer Success Managers (CSMs) proactively engage customers to ensure that they realize maximum value from their investment from our products and services.  CSMs bring expertise and a deep understanding of how to maximize customer adoption and retention. Through close collaboration and evaluation of usage, they ensure that each customer gets the greatest and most efficient functionality out of their investment, enabling the customer to achieve their business goals. The CSMs foster a dynamic and strategic relationship between CFI and the customer. CSMs are committed to a long term and dedicated partnership to drive continued success - providing continuous attention to proactively minimize disruption, maximize the existing software utilization, and achieve strategic business outcomes. 

Key Deliverables

•      Help new customers transition from training to fully functional users

•      Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction

•      Develop, prepare, and nurture customers for advocacy

•      Understand what drives adoption and increases in customer utilization

•      Advocate customer needs/issues cross-departmentally

•      Track product adoption and success – Metrics

•      ROI – customer success stories logged each month and improvements made

Qualifications (Required and Preferred)

• Bachelor’s degree from an accredited university
• Minimum 1 year experience in sales or customer management
• Proficient in Microsoft Office suite
• Excellent verbal and written communication skills
• Driven individual who is eager to learn and adapts well
• Ability to work independently with strong understanding of leadership, conflict resolution and selling skills

Working Conditions

This position requires a person to work in an office environment at a workstation for majority of the day. The environment is climate controlled and has both natural and artificial lighting.

Physical Requirements

This position is predominantly sedentary with limited requirements for any lifting beyond 20 pounds. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Direct reports

This position has no direct reports.