Client Success Manager
CXT Software
Phoenix, AZ
Client Success Manager
CXT Software
Phoenix, AZ
- $70,000 to $85,000 Yearly
- Vision , Medical , Dental , Life Insurance , Retirement
- Full-Time
Job Description
Company Info
Job Description
This is a remote position.
CXT Software is looking for a Client Success Manager to join us and drive forward our client success department. We offer a full-time position with a salary range of $70,000 - $85,000 annually. In this pivotal role, you'll have supervisory responsibilities and will report directly to the Director of Sales. Be prepared for some adventure, as the position includes occasional travel (10-15% annually) to customer sites.
WHO WE ARE
When CXT Software opened our doors over two decades ago, we committed ourselves to designing software that addressed the specific needs of courier and route delivery companies. In the evolving world of delivery logistics, we’ve constantly adapted and innovated, enjoying every step of our journey.
We're on the hunt for a Client Success Manager who’s ready to elevate our customer experience to stellar heights. Are you the leader who can steer our dedicated team to new successes? If you're the kind of visionary who thrives on building relationships and strategizing client victories, then you’re the champion we need. Join us to empower our clients and lead campaigns that not only meet expectations but exceed them. Let’s reshape our industry landscape together—are you ready to lead the charge?
Please note: We can only consider candidates residing in the following states: Arizona, Connecticut, Florida, Indiana, Maine, Missouri, South Carolina, Texas, and Wisconsin.
WHO YOU ARE
The Client Success Manager position is a pivotal role within our client success department. This role demands a comprehensive blend of responsibilities, including advanced client relationship management, strategic initiative development, and direct client engagement. As the leader of this department, you will oversee Client Success Specialists by guiding and enhancing the service delivery model. Essential collaboration with the Sales, Product, and Support teams will be required to align priorities and forge the path for customer satisfaction and growth.
Your effectiveness in this role will be measured by your ability to deepen client relationships, enhance customer lifetime value, and achieve high retention rates. Implementing data-driven strategies that yield tangible improvements in client engagement and satisfaction is crucial.
As the Client Success Manager, you will engage deeply in all client interactions, actively collaborate with various departments, and consistently update leadership on team progress and client health. You are also responsible for scaling the client success team in alignment with our company’s growth ambitions. We are looking for a proactive leader who is ready to dive into client dynamics, make a significant impact, and play an instrumental role in our company's ongoing success.
HOW YOU’LL CONTRIBUTE
- Leadership and Team Development: Lead the client success team from the ground up, developing scalable processes and strategies. This involves building the department to ensure scalability and sustained growth, with a focus on optimizing all people, processes, and strategies in a client-first manner.
- Client Retention and Growth: Increase product adoption, customer loyalty, and satisfaction, actively contributing to churn reduction tactics. This includes improving customer relationships and ensuring continuous growth and retention.
- Metrics and Data Management: Determine and improve how client metrics, health scores, and KPIs are tracked, focusing on data hygiene and uniform data usage across the team. You will also be responsible for overseeing the overview of each account.
- Cross-Functional Collaboration: Collaborate with sales, marketing, and professional service departments to create and optimize upsell and cross-sell strategies used by the CS team to increase ARR.
- Relationship Management: Maintain and improve customer relationships across the entire CS team, helping to foster a positive and productive team environment.
- Tool Implementation: Develop and implement customer success tools, including client success plans, onboarding playbooks, and exit surveys for lost accounts.
- Recruitment and Team Expansion: Interview and hire Client Success Specialists and manage a dedicated book of clients.
MUST HAVES
- Experience and Leadership: Minimum 3 years of experience working as a Customer Success Manager, leading a customer success team with proven performance and specific revenue goal achievement.
- Industry Knowledge: A deep understanding of B2B SaaS platforms, with the ability to interact with SMB and enterprise customer teams at various levels of technical and non-technical depth.
- Communication and Relationship Skills: Expert communication skills, capable of holding C-level customer conversations that drive business for both parties and move the relationship forward.
- Management Skills: Ability to manage and guide multiple direct reports, delegate tasks, and track the progress of team initiatives.
- Analytical Skills: Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.
- Emotional Intelligence: High emotional intelligence, including curiosity, empathy, and self-awareness.
NICE TO HAVES
- Industry Experience: Previous experience with CXT Software product suite and 2 years of experience in the courier/delivery/logistics industry.
WHY YOU’LL BE EXCITED
- 401(k) with employer contribution
- Health, dental, vision, and life insurance offered
- Paid Holidays
- Cumulative personal time
- Referral program
- 100% remote workplace
- Opportunities for company-sponsored and paid training and certifications
Note to Applicants:
- The candidate must have a suitable working location at home that is free from distractions and has reliable, high-speed internet connectivity.
- CXT Software is an equal-opportunity employer. We value the diversity of our workforce.
- Must be authorized to work in the U.S.
- We cannot sponsor H1b applicants at this time. No third parties, please.
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