Customer Success Manager

Customer Success Manager

At Qwilr, we've packaged up the perfect way to create documents: amazing, design-perfect pages, which anyone can create. They come with payment, e-sign, easy integration into your CRM, and all the other functionality you wish your old PDF documents had. We have made a beautiful product that solves customers' needs, and that in turn has made us a strong business, with a multi-million dollar ARR, consistent growth and low churn.

As a Customer Success Manager, you'll make sure our customers are getting maximum value from Qwilr. You'll manage a dedicated portfolio of accounts and deliver superior service across the customer lifecycle to ensure customer satisfaction, drive product engagement and usage, and prevent churn. From effective onboarding, ongoing enablement and securing renewals, you'll ensure both new and existing customers have the best possible experience with our platform. You will be directly responsible for ensuring your customers are successful in achieving their desired outcomes, understand how Qwilr can transform their workflows, and continue to use Qwilr's products to achieve their business goals.

As a Customer Success Manager at Qwilr, you will:

• Onboard and train new customers to ensure they have everything they need to be successful and can get up and running with Qwilr quickly.
• Manage a portfolio of 150+ accounts and drive their adoption of Qwilr to ensure they're meeting their goals for purchasing.
• Proactively engage with customers to ensure they're active, healthy and up to date on the latest features and benefits of Qwilr's products.
• Maintain high Gross Revenue Retention (GRR) by proactively mitigating at-risk accounts and taking measures to prevent churn and contraction.
• Maintain high Net Revenue Retention (NRR) by proactively identifying expansion opportunities and partnering with Sales to close them.
• Be a Qwilr product expert: stay current on new releases and ensure your customers are benefiting from new features and workflows.
• Identify expansion opportunities within your customer portfolio and partner with Sales to close them.
• Respond to customer requests for additional training, enablement and support.
• Use Vitally to track all of your customer-facing activities, keep your renewal forecast up to date, track reasons for churn and contraction and complete tasks.
• Collaborate cross-functionally with our Product, Sales, Support and Design teams to ensure customer needs are understood and addressed.

About you

• You have 2-3 years experience as a Customer Success Manager at a B2B software company.

• You have managed a dedicated portfolio of accounts with a proven track record of delivering exceptional value, preventing churn and growing revenue.

• You know how to use customer success tools and software to prioritize your time, manage customers across lifecycle phases and proactively address potential churn risks.

• You possess strong technical skills and the ability to pick up new technology fast and drive your own learning.

• You're data-driven with a bias towards action, and you're not afraid to get your hands dirty in support of your customers.

• You have high emotional intelligence - you understand and manage emotions effectively as part of high-quality communications and collaboration with others.

• You consistently demonstrate a hospitality mindset when working with customers: you go above-and-beyond to ensure customers are cared for, you take ownership of problems and display empathy in all interactions.

• Your written and verbal skills are strong; Zoom/Video Chat experience a must.

• You communicate complex ideas simply and effectively, no matter the audience.

• You thrive in remote work settings and are comfortable taking ownership and working autonomously.

• Bonus Points For: Experience with Vitally, Qwilr or other sales proposal software

This role offers a minimum annual salary of $85k. You may also be offered incentive compensation and stock options.