Customer Success Manager

Who We Are IMPLAN is the world's most trusted economic impact modeling SAAS company located in Huntersville, NC. IMPLAN enables consultants, governments, academic researchers, economic development organizations, and companies to understand economic impacts – and most importantly, how to leverage them. Job Description IMPLAN is the world's most trusted economic impact modeling SAAS company located in Huntersville, NC. IMPLAN enables consultants, governments, academic researchers, economic development organizations, and companies to understand economic impacts – and most importantly, how to leverage them. We have been around for over 40 years and are entering the next phase of growth fueled by our cloud software platform. Reception has been exceptional, we have an excellent lead investor, and we are ready to accelerate! Job Summary We are currently looking for a Customer Success Manager (CSM) with a passion for providing hands‑on software and economic analysis support to clients. IMPLAN has a team of CSMs that are individually assigned clients and who personally serve as their primary support resource. CSMs play a pivotal role in ensuring clients’ success and satisfaction with IMPLAN as both a product and a company on a daily basis. This person is expected to deliver customer outcomes by developing a clear adoption and retention strategy for the clients in the verticals assigned to them. Responsibilities Become a subject matter expert on the application and the analytical needs and challenges of clients Onboard all new customers by providing thorough and personalized orientation with regards to using the IMPLAN software Establish and maintain relationships with clients in the including from the individual contributor to the senior management Achieve and maintain the target renewal retention Provide ongoing analytical support to clients across multiple communication platforms, including phone, e‑mail, video conferencing, and the IMPLAN support ticketing system Successfully balance taking incoming orders and managing a high rate of renewals Identify expansion opportunities (upsell/cross‑sell) to grow customer spend Partner with the Education, Product, Marketing, and Data teams and serve as the voice of the customer Required Skills & Experience Ability to multi‑task and work with multiple software platforms simultaneously Strong skills in logic and problem solving, conceptual thinking, and deductive reasoning Strong research skills and experience with complex analytical problem solving Comfort with sales and upselling techniques Ability to communicate easily with professors, researchers, and university staff Excellent verbal and written communication skills Comfort and familiarity with a team‑based work environment Ability to self‑direct and prioritize with minimal supervision Willingness to adapt and be challenged Proficiency with Microsoft Office and Google Suites Fluency in English Required Education Completion or nearing completion of a master’s degree in Economics, Business, Economic Development, Planning, Public Policy, Urban Studies, or a closely related field. Benefits Medical, Dental, Vision, Short‑ & Long‑Term Disability, and Basic Life insurance Flexible Spending Accounts Retirement 401k plan with Company Match Gym Membership Reimbursement Paid Time Off and 10 Company Paid Holidays Physical Requirements Prolonged periods of sitting at a desk and working on a computer. Other All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veterans' status, or other legally protected status. Salary Range: $75,000-$100,000 #J-18808-Ljbffr