Customer Success Manager

Location: Chicago

Job Description

Sharpr is seeking a full-time Customer Success Manager (CSM) who can ensure our clients are lifetime Sharpr champions. If you have 2+ years of account management experience at a SaaS or related company, and have been involved with key business stakeholders, are a superb communicator and problem-solver, and want to work at a fast-growing tech company, Sharpr could be the place for you.

This role will be a main contributor to the customer lifecycle for a set of accounts. The CSM is responsible for overall account management & maintenance, driving adoption & usage with assigned customers, and securing renewals & increasing revenue. CSMs are responsible for forecasting renewals, and providing account transparency.

Responsibilities

  • Manage the overall relationship with assigned accounts
  • Uncover opportunities, working with sales to cross-sell/upsell
  • Ensure renewal of assigned accounts
  • Provide demos of our software platform and introduce new product enhancements
  • Work daily with customers ongoing client satisfaction
  • Work closely with leadership, customer experience, sales and product teams
  • Translate customer needs and issues into a set of business requirements
  • Craft detailed requirements of client solutions that can be passed to solutions engineering teams
  • Conduct on-site project meetings and regular business review meetings with key accounts
  • Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
  • Monitor and facilitate the customer’s adoption of our solution features and functionality
  • Assist with other services and support activities as required
  • Some travel required (10-20%)

Required Experience

  • Bachelor’s Degree
  • 2+ years of experience of account management or support, Management Consulting, Customer Success, Business Development, Agency Background or another client-facing role
  • Experience managing client expectations and value-realization (adoption)
  • SaaS background is a plus
  • Advanced proficiency with the Microsoft Office Suite including Microsoft PowerPoint, Microsoft Word, and Microsoft Excel
  • Ability to do both web meeting demos and in person demos to multiple layers of an organization
  • Self-starter with the ability to manage multiple customers & projects simultaneously
  • Ability to understand and translate customer requirements & specifications
  • Critical thinking, analysis, troubleshooting, and problem solving expertise
  • Ability to effectively prioritize and escalate customer issue
  • Strong written and oral communication skills with proven ability to initiate and manage relationships with customers of all levels
  • Professionalism and ability to interact with all levels of management


Salary, Benefits, and Perks

  • Full-time annual salary
  • Comprehensive health, dental, and vision coverage
  • 401(k) with company matching up to 4% of gross income
  • Generous PTO
  • Work from home 1 day per week
  • Casual work environment and casual dress

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