Customer Success Manager

Job Summary

IPConfigure is seeking a Customer Success Manager (CSM) who will be the primary point of contact for customers post-sale, serving as their trusted advisor and ensuring customer satisfaction and retention. The ideal candidate will leverage analytical skills and customer insights to help improve customer experiences and advise on product implementation and optimization. In this role, you will analyze customer data, engage with clients to understand their needs and promote the successful use of our video surveillance solutions.

Job Title: Customer Success Manager
Department: Customer Success
Position: Full-time

Duties/Responsibilities

• Serve as the primary point of contact for customers throughout their post-sales lifecycle; ensuring they receive the value expected from IPConfigure's products.
• Conduct regular check-ins and strategy sessions to optimize usage and address potential issues.
• Gather customer feedback and share insights with the product team for product improvement.
• Monitor and report on customer health metrics and renewal forecasts.
• Analyze customer data and usage patterns to identify opportunities for adoption and expansion of IPConfigure solutions.
• Collaborate with sales, support, and engineering teams to ensure customer needs are being met.
• Develop tailored customer success plans to promote product adoption and satisfaction.
• Assist in the creation of training materials and documentation for customers.

Requirements

Required Skills/Abilities

• Excellent communication and interpersonal skills, with the ability to foster relationships with customers post-sales.
• Strong analytical skills with experience in using data to drive decisions.
• Ability to understand customer needs and translate them into actionable plans.
• Proficient in customer relationship management (CRM) software.
• Ability to work independently and collaboratively in a fast-paced environment.
• A passion for customer success and improving user experiences.
• Strong understanding of customer health metrics, reporting, and NPS surveys.

Required Education And Experience

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 2+ years of experience in a customer success manager, account manager, or a related role.
• 4+ years of experience in a client or customer facing role.

Nice to have

• Experience in the technology sector, particularly in video surveillance or security solutions, is a plus.
• Project management skills are a plus.

Benefits

• Competitive salary with goal-based bonuses.
• 24 days of paid time off.
• Work remotely two weeks anywhere in the world each year.
• One month sabbatical every 3rd anniversary.
• 401K with company match.
• Health, Vision, Dental, and Life insurance policies.
• Flexible Spending Account and Health Saving Account.

IPConfigure, Inc. provides equal employment opportunities to all qualified persons and administers all aspects and conditions of employment without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical or mental disability, severe/morbid obesity, medical condition, military or veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws.

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