Company Overview: AccuLynx is a fast-growing SaaS provider of CRM/project management software for roofing contractors. With more than 15 years in the business and impressive year-over-year revenue growth, we have quickly established ourselves as the leading software product in this multi-billion dollar industry.
Position Overview:
We are seeking a highly motivated and experienced Manager of Customer Success to lead our customer success team. The ideal candidate will be passionate about customer satisfaction, possess excellent leadership skills, and have a proven track record of driving customer success initiatives. The Manager of Customer Success will play a pivotal role in ensuring our customers derive maximum value from our products/services and remain loyal customers of AccuLynx.
Responsibilities:
Lead and manage the customer success team, providing guidance, mentorship, and support to ensure team members excel in their roles.
Develop and implement customer success strategies and initiatives to drive customer satisfaction, retention, and expansion.
Establish and maintain strong relationships with key customers, serving as their primary point of contact and advocate within the company.
Collaborate cross-functionally with sales, marketing, product development, and other teams to align customer success efforts with overall business objectives.
Analyze customer data and feedback to identify trends, opportunities, and areas for improvement, and leverage insights to enhance the customer experience.
Develop and maintain a deep understanding of our products/services, industry trends, and competitive landscape to effectively address customer needs and challenges.
Monitor and track key performance metrics related to customer success, such as customer satisfaction scores, retention rates, and upsell/cross-sell opportunities.
Qualifications:
Bachelor's degree in business, marketing, or a related field; advanced degree preferred.
Proven experience, 7 years in a customer success or account management role, with at least 3 years of experience in a leadership or management capacity.
Demonstrated success in driving customer satisfaction, retention, and revenue growth.
Strong interpersonal and communication skills, with the ability to effectively engage and build rapport with customers at all levels of an organization.
Strategic thinker with the ability to develop and execute customer success initiatives that align with business objectives.
Analytical mindset with the ability to interpret data and derive actionable insights to improve the customer experience.
Excellent leadership and team management skills, with the ability to motivate and inspire team members to achieve their goals.
Experience working in a SaaS/SMB market is a plus.
Be familiar with and use the tools necessary for the operation of the teams, including, but not limited to: Salesforce, Word, Excel, Google G Suite and standard software used in the creation of documentation, presentations, and analyses.