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Senior Client Success Manager

Storable is looking for an experienced Senior Client Success Manager (CSM) who will be responsible for the overall satisfaction, health, advocacy, retention and expansion of a set of strategic accounts.  The ideal candidate has direct, relevant experience managing clients and building businesses. You will partner with our strategic accounts to deliver predictable outcomes and experiences for their customers and predictable growth for their business.

What you will do everyday:

  • Develop and maintain long-term client relationships by serving as internal advocate and client liaison throughout the entire client life cycle.
  • Improve product engagement and client success program design, as well as client retention and satisfaction.
  • Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
  • Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Support team, and expand product use throughout the account
  • Create scalable, re-usable assets to further enable our business to scale customer volume and our customers to be increasingly self-sufficient and successful.
  • Identify and forecast risk as well as growth opportunities within portfolio.
  • Increase client lifetime value by working intimately with clients to set and manage goals, analyze and optimize performance, and present performance reviews.
  • Speak as the voice of the customer internally by providing client feedback to leadership, product management, sales, marketing, services, and finance.
  • Identify product improvements or new products by remaining current on customer needs, industry trends, market activities, and competitors
  • Establish a deep knowledge of our products and services.
  • Develop a trusted advisor relationship with client key stakeholders to fully understand the client's business strategy and measurements for success.
  • Ability to work under minimal supervision with wide latitude for independent judgment.

 

What you need to bring to the table:

  • 5+ years client-facing account management or business development experience
  • Industry experience in Cloud / SaaS based platforms
  • Strong leadership and presentation skills
  • Impressive executive presence and communication abilities
  • Track record of building new lines of business within an organization
  • Strong empathy for customers AND passion for revenue and growth
  • Ability to create structure in ambiguous situations and design effective processes
  • Demonstrated ability to consistently deliver strong portfolio growth and retention
  • Strong analytical and problem solving skills
  • Passion for technology and for being a part of a fast-growing SaaS company
  • Must be comfortable being directly responsible for a number of business metrics such as Net Portfolio Growth, Retention, Satisfaction
  • Ability to think and execute at both strategic and operational levels
  • Demonstrated self-motivation and self-discipline to work effectively in a high-paced environment
  • Bachelor’s degree
  • Authorization to work in the U.S.

Benefits and Perks:

  • Generous health coverage for you and your family, including short and long term disability coverage, 401(k) and HSA matching, company-provided life insurance, and more.
  • Instant-Access & Flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy. No waiting to use it or need for accruals.
  • Unlimited snacks, Our break areas stocked to the brim with cereal, snacks, La Croix, soda, Red Bull, coffee, and more to keep you going throughout the day.
  • We're dog friendly! Bring your pooch to work at any of our offices.
  • Enjoy weekly catered lunches and chef-made meals at the office.
  • Take a break and play foosball, Nintendo 64, ping pong, shuffleboard, pinball, or darts in our spacious cafeterias and break rooms.
  • Get active in the community by joining one of our many quarterly offsite volunteer and community service events.
  • Fun company events, including Halloween costume contests, ugly sweater competitions, baseball game outings, ice cream socials, food trucks, and more.

Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.

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