Customer Success Manager

United States
Posted 2 weeks ago

Job Title: Customer Success Manager
Location: United States (Remote)
Experience: 2-4 years of Customer Success Manager (CSM) or consulting experience

 

OnDemand’s customer engagement platform transforms customer service by unlocking a company’s most extraordinary untapped asset—the knowledge and passion of its power users. World-class organizations like Airbnb, Autodesk, LinkedIn, Microsoft, and SAP use OnDemand to connect their customers with their expert users, enabling real-time and automated conversations that deliver an exceptional customer experience with superior economics.

The Directly OnDemand business was recently acquired by CSS Corp creating even more opportunities for growth and an expanding customer base.  Read more about the acquisition in this press release: https://www.csscorp.com/all-press-release/css-corp-acquires-san-francisco-based-directlys-ondemand-business/

 

OnDemand has an opportunity for a talented Customer Success Manager to join our Account Delivery Team. This individual has experience managing relationships and delivering successful outcomes to customers. They will greatly impact our business by growing revenue and strategic value with top enterprise clients.

As a Customer Success Manager, you will be our clients’ first point of contact and trusted advisor. You will use data analytics and your deep understanding of the OnDemand platform to optimize the program and deliver support customers love!

 

What You’ll Do:

  • Act as the liaison between the client and OnDemand. Maintain strong client relationships
  • Drive program growth, initiatives, and adoption of best practices. Partner with Account Executive on strategic decisions and line of business expansions
  • Lead program management efforts. Rally resources and orchestrate expansions and initiatives
  • Accountable for agreed upon KPI targets with clients. Maintain deep understanding of program KPI’s and health indicators
  • Prepare and facilitate client-facing business reviews and regular check-ins
  • Collaborate with the network Community Manager on program optimization opportunities. Inform client of program health and network needs

 

What You Bring: 

  • 2-4 years of Customer Success Manager (CSM) or consulting experience
  • Strong client-facing and presentation skills
  • Passion for creative problem solving
  • Ability to make data-driven decisions
  • Highly organized with strong attention to detail and ability to manage multiple tasks and projects

 

Bonus:

  • Experience in the Customer Support space
  • Looker experience

Job Features

Job CategoryCSS OnDemand
Job Level1 - 5 Years
Experience0 - 5

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