Customer Success Manager

Customer Success Manager

At Momentus, we empower our customers around the world to bring extraordinary events to life. Our Customer Success team plays a vital role in making this happen, serving as strategic partners to maximize value, foster deep product adoption, and nurture long-term relationships.

As a Customer Success Manager at Momentus, you'll be at the heart of our customers' journey, building and maintaining strong relationships to ensure their success and satisfaction. You'll drive product adoption, identify growth opportunities, and serve as a trusted advisor, working closely with customers to understand their goals, support strategic planning, and build executive alignment. Your role is to help customers unlock the full potential of our solutions and maximize their ROI, making a real impact on their success. If you're passionate about empowering customers, driven to add value, and eager to collaborate within a dynamic team, we'd love to see how you can help define the future of Customer Success at Momentus.

Responsibilities:

• Align on strategic goals and establish a mutual success plan that serves as a foundation for long-term customer success and shared outcomes.
• Facilitate smooth transitions post-implementation, ensuring KPIs are met and remain relevant throughout the customer journey.
• Build strong relationships by understanding customer needs and conducting regular check-ins to monitor satisfaction and account health, including engagement with senior stakeholders and executive sponsors where appropriate.
• Develop deep expertise in our solutions to create value for customers, delivering best practices, insights, and ROI-focused guidance while highlighting the benefits of new features and updates.
• Demonstrate a commitment to continuous learning and staying current with product innovation, emerging technologies, and AI-driven capabilities.
• Identify and act on upsell and cross-sell opportunities, collaborating with teams to drive renewals, manage challenges, and increase retention.
• Communicate complex ideas effectively to all stakeholders, using active listening and providing regular updates on key initiatives.
• Cultivate customer advocates for testimonials, case studies, and referrals, and streamline feedback for internal teams.
• Leverage data and analytics to track customer goals and drive outcomes, using trends to make data-driven recommendations during reviews.
• Encourage the use of self-service resources, such as knowledge bases, to empower customers and boost satisfaction.
• This is a remote role; however, periodic travel is required. Customer Success Managers are expected to attend customer onsite visits, company meetings, and team events as needed.
• Tech Stack: Microsoft 365 (Outlook, Teams, OneDrive), Zoom, Gong, Rocketlane, Salesforce, Gainsight, and AI-powered productivity tools including Microsoft Copilot.

Requirements:

• Previous experience with the Momentus Enterprise platform is highly preferred
• 2-3 years in a B2B SaaS environment supporting customer's success
• Strong communication and interpersonal skills.
• Ability to understand technical concepts and explain them to non-technical audiences while adapting to evolving products, technologies and customer requirements.
• Problem-solving and conflict resolution skills.
• Familiarity with customer success tools (e.g. Gainsight) and Salesforce. Experience using AI tools such as Microsoft Copilot, Claude, ChatGPT, Hook, or similar solutions is highly regarded.
• Results-driven with a focus on customer satisfaction and retention.
• Events industry experience is a plus. Experience working with Enterprise software platforms or similar software platform will be considered.