Job Description

Job Description

Spokenote is a growing startup seeking an experienced and entrepreneurial Customer Success Manager to form and develop our customer success department. This leader is an account strategist responsible for establishing, building and maintaining strong relationships with high-value and enterprise-level clients while building best practices for our expanding team. Their focus goes beyond day-to-day issue resolution, emphasizing long-term success and alignment of the customer's business goals with the company's products or services. 

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field
• 6-10 years of experience in customer success, account management, or partnership management, preferably in an agency, B2B or SaaS environment.
• Proven track record of building and managing successful customer relationships.
• Strong interpersonal and communication skills, with the ability to engage and influence stakeholders at all levels.
• Excellent problem-solving and conflict-resolution abilities.
• Strategic thinker with a customer-centric mindset.
• Proficiency in CRM tools (e.g., Salesforce, HubSpot) and account management software.
• Analytical skills with the ability to interpret data and deliver actionable insights.

Responsibilities

Customer Relationship Management:

• Act as the primary point of contact for a portfolio of key customers, developing strong, trusted partnerships.
• Understand customers' business objectives, challenges, and needs to align our solutions with their goals.
• Facilitate regular touchpoints, including business reviews, to ensure alignment and continuous value delivery.

Account Growth & Strategy:

• Identify upselling and cross-selling opportunities to expand relationships and increase customer lifetime value.
• Collaborate with sales and marketing teams to support renewals and drive account growth strategies.
• Develop and execute tailored account plans to ensure customer success and long-term retention.

Customer Advocacy & Collaboration:

• Serve as the voice of the customer, sharing insights and feedback with internal teams to influence product development and service improvements.
• Advocate for customer needs across cross-functional teams, ensuring their requirements are addressed.
• Partner with customer support and technical teams to resolve issues promptly and effectively.

Performance Monitoring & Reporting:

• Track and report on customer engagement metrics, satisfaction scores, and account performance.
• Provide data-driven recommendations to improve customer relationships and drive better outcomes.
• Monitor market trends and competitors to anticipate customer needs and inform strategic decisions.

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