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Company Name : Outfit.io
Location : Newark, NJ
Position : Customer Success Manager
Job Description : About the opportunityThe position of Customer Success Manager is a key role within the Outfit organisation, acting as a strategic customer advisor for an assigned portfolio of clients.The CSM is responsible for ensuring the success, lifetime value and usage of each client within the teams’ portfolio. Working closely with key cross-functional teams including sales, delivery, product and tech, the CSM will define, develop and execute effective customer onboarding and adoption strategies.The CSM serves as a lead post-sale resource for all allocated clients. Using in-depth knowledge of the Outfit product and its offering as well as the clients, their industry and specific use cases, to increase engagement, uplift and ultimately drive each client’s key business outcomes.This position reports to the Customer Success Team Lead – UK/US What You’ll DoFull client portfolio management including key CSM allocation and collaborative success plan creation & measurementUtilising existing templates, development and execution of success plans based on client lifecycle stage, in collaboration with SalesDiscovery and development of key customer stakeholders objectives and desired outcomesClient usage and engagement reporting, and development of forecast and actuals for each client, with the objective of – mitigating churn, increasing upsell and expand usage of the platformIn conjunction with the CS team, identify adoption-related insights and use cases, or client success stories (with an ROI focus) to support ongoing quarterly team & business objectives, business reviews, and account renewalsDrive and execute the assigned client success plan in conjunction with key internal stakeholdersCoordinate and oversee client projects with input and direction from cross-functional teams to deliver client objectives and meet deadlinesEnsure customer resource requirements and dependencies are identified and any gaps are addressed with stakeholders to keep the projects on trackDelivery (Professional Services) & Product alignment and engagementWork closely with assigned professional services team to ensure all clients projects are briefed, scoped and delivered to a high quality and within deadlineAct as a point of escalation for all direct reports for all professional services initiativesDiscuss and advise clients and direct reports on core Outfit functionality and features beyond the fundamentals into potential improvements.Sales alignment and engagementCollaborate and communicate with Sales, during pre-sales & post-sales stages to ensure alignment on plans, drive transparency of current expectations and deliverables and plan upsell opportunitiesOur ideal qualificationsCustomer Success Management experience, with strong ability to deeply understand products, articulate client visions, plan and execute strategy (Agency Account Management considered relevant)Willingness and ability to travel nationally to customer sitesProject Management, Change Management experienceMarketing, Design, Agency experienceDemonstrated experience developing as a SME with SaaS applicationsEnthusiasm about SaaS and ability to learn various SaaS technologies quicklyJob Types: Full-time, Part-timeSalary: $51,441.00 – $120,000.00 per yearBenefits:Dental insuranceFlexible scheduleHealth insurancePaid time offParental leaveProfessional development assistanceSchedule:8 hour shiftMonday to FridayApplication Question(s):Describe your feelings about working remotely and what team support looks like to you.Experience:Customer service: 3 years (Preferred)Work Location: Remote
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