Customer Success Manager (CSM)

About TMA Performance


TMA Performance is a leading provider of employee experience software, dedicated to helping organizations improve their workplace culture through measuring employee engagement and offering employee awareness of their talents and capabilities. Our innovative platform, Spectiv, provides actionable insights through employee feedback. We are passionate about transforming workplaces and making a positive impact on employee engagement and company performance.


Position Overview


We are seeking an enthusiastic and dedicated Customer Success Manager (CSM) to join our team. In this role, you will be responsible for ensuring our customers achieve their desired outcomes by utilizing our products and services. You will work closely with customers to build strong relationships, understand their needs, and provide exceptional support and guidance.


Key Responsibilities

• Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and successful implementation of our solutions.

• Relationship Building: Develop and maintain strong, long-term relationships with customers by understanding their goals and providing personalized support.

• Customer Training: Conduct training sessions and webinars to educate customers on how to effectively use our products and services.

• Proactive Support: Monitor customer usage and engagement, identify potential issues, and proactively address them to ensure customer satisfaction and retention.

• Feedback Collection: Gather customer feedback and insights to help improve our products and services and enhance the overall customer experience.

• Collaboration: Work closely with internal teams, including Sales, Product, Delivery and Marketing, to ensure customer needs are met and to contribute to continuous improvement efforts.

• Reporting: Provide regular reports and updates on customer status, engagement, and success metrics to management.

• Work to renew and expand customer accounts.

• Education: Bachelor's degree

• Experience: 1-3 years of experience in customer success, account management, or a related role.

• Technical Skills: Experience with CRM software, customer success platforms, and proficiency in MS Office Suite (Word, Excel, PowerPoint).

• Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.

• Interpersonal Skills: Strong relationship-building and interpersonal skills, with a Customer-focused mindset.

• Problem-Solving: Ability to identify issues, analyze problems, and develop effective solutions.

• Organizational Skills: Strong organizational and time management skills, with the ability to manage multiple tasks and priorities effectively.

• Adaptability: Flexibility and adaptability to work in a fast-paced, dynamic environment.

• 3+ years of experience in customer success, account management, or a related role.

• HubSpot guru

• Experience managing 150-250 clients

• Excellent Cross-sell capability - getting our clients to buy our other products

• Competitive Salary: We offer a competitive salary commensurate with experience and skills.

• Benefits Package: Comprehensive benefits package, including health, dental, retirement plan, and paid time off.

• Collaborative Environment: A supportive and collaborative work environment where your contributions are valued.

• Impactful Work: The opportunity to make a meaningful impact on our Customers and their organizations.