Customer Success Manager

Who we are: AskNicely is the award winning customer experience platform for service businesses and we're on a mission to make frontline work more rewarding. With teams in the United States, New Zealand and the Netherlands, we've got backing from amazing venture capital partners to pioneer a new category of software that will improve the daily lives of millions of frontline workers. Lot's of people ask about the culture at AskNicely. There are three non-negotiables to what we call "living in the purple": Play to Win: We bring our "A" game to solve problems, collaborate with teams and support customers with the urgency of an owner. We have high standards, but favor progress over perfection – keeping it simple as we grow. Love Your Feedback: We're in the business of feedback. We model transparency, curiosity and getting and giving feedback to keep improving.. Be Nice: We believe a great business can be built by nice people who are *kind* to one another. We are human. We show off our personality. We stay humble. We're looking for a Customer Success Manager to join our incredible team. The Customer Success team helps customers succeed with our products! We manage customer relationships and understand their strategy, business goals and technical landscapes to deliver measurable outcomes, driving adoption of AskNicely products and services in a scalable and replicable fashion. What you'll be doing: Collaborating with the sales team on account strategy development for assigned customers, understanding and defining customer vision and strategy for maximizing their investment in AskNicely products. Creating and executing success plans for each customer segment, outlining the use cases, outcomes and key business value to be achieved, with corresponding success metrics; Acting as a trusted/strategic advisor to each customer helping to drive continued value of our products and services; Running Quarterly Business Reviews (QBRs) with each of your accounts with ability to communicate efficiently with C-Level Executives; Driving adoption of AskNicely products and accelerating time-to-value; Influencing through persuasion, negotiation, and consensus-building; Monitoring and improving customer adoption and satisfaction metrics; Tracking accounts to identify churn risk and working proactively to eliminate that risk; Identifying and/or developing upsell and renewal opportunities and partnering with the appropriate teams to progress. Developing, preparing, and nurturing customers for advocacy. Working with the Solutions Engineer to maintain and develop Business/Technical Champions. Partnering with other Customer Support teams to ensure that account issues are managed through to successful resolution What we're looking for: Minimum 2-3 years of experience as a customer success manager at a SaaS company Ability to quickly understand our customers' needs, take ownership, and develop and execute a strategy with the team that positively transforms their business, drives operational excellence and adds value; Experiences in forecasting and risk mitigation as well as setting up recovery plans for our customers; A bachelor's degree or equivalent experience (relevant degrees could include MIS, Computer Science, Business, etc.); General knowledge of/experience in the SaaS/Software industry, with the ability to learn about and understand enterprise software products and business solutions; Always think of the customer first, and are passionate about providing amazing customer experiences; Have a flexible mindset, and can adjust on the fly to balance competing priorities and projects; Have excellent listening, communication and presentation skills with a strong ability to work collaboratively across the organization; Can understand and communicate technical and business concepts and needs to diverse audiences How we show up for our team: Comprehensive benefits package including FREE medical, dental, vision, short term disability, paid parental leave, life insurance and other supplemental options Accrue up to 4 weeks paid time off - plus an 5 extra "Nice Days" per year Flexible, hybrid work environment Up to $1,500 Learning and Development reimbursement per year for personal or professional growth Up to 4% match on 401k contributions Studies have shown that, while men will typically apply to a role when they have 60% of listed qualifications, women and marginalized communities tend to only apply when they meet 100% of the listed qualifications. Upholding marginalized communities is central to our core at AskNicely, so we encourage you to apply, even if you don't meet 100% of listed criteria.