Customer Success Manager

The Customer Success team is primarily responsible for facilitating strong and value-oriented customer relationships, driving customer growth through expansion and upsells and for customer retention.

Optery is looking for a Customer Success Manager that will be responsible for managing a portfolio of business while driving adoption and retention and as well as acting as a point of escalation. The Customer Success Manager is the single point of contact for the customer and is responsible for coordinating, interacting, and working with cross-departmental teams to ensure customer satisfaction across multiple platforms, products, and services.

This is done through working in these areas of focus:

Key Performance Objective #1: Retention Rate & Expansion

• Build and maintain strong relationships with assigned customers through regular check-ins, ensuring high customer satisfaction.
• Proactively identify and address potential risks, such as product issues or underutilization, that may lead to churn.
• Monitor customer health scores and take action based on data-driven insights.
• Implement feedback loops with customers to continuously improve the value they derive from the product.
• Identify and nurture upsell and cross-sell opportunities within the customer base.
• Regularly review customer accounts to identify expansion potential, offering tailored solutions to increase product adoption.

Key Performance Objective #2: Customer Health & Advocacy

• Conduct quarterly business reviews (QBRs) with customers to assess their satisfaction and alignment with strategic goals.
• Develop customer success plans that outline key metrics, milestones, and success criteria for customers.
• Encourage and facilitate customer participation in case studies, testimonials, or reference programs.
• Leverage customer health metrics to prioritize accounts requiring additional attention or engagement.
• Drive the adoption of new product features and updates to enhance the customer’s experience and outcomes.

Key Performance Objective #3: Renewal & Contract Management

• Proactively manage the renewal process, ensuring that contracts are renewed on time and with the best possible terms.
• Collaborate with the customer and internal teams to discuss renewal pricing, contract modifications, and upsell opportunities during the renewal cycle.
• Monitor renewal dates and contract details to ensure a smooth and seamless renewal experience.

Requirements

• 4 year college degree
• At least 3+ years of experience as an Customer Success Manager at a B2B SaaS company
• Experience reporting CSM metrics and working with CSM KPI’s.
• Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Service Excellence, Negotiation and Influencing skills
• Ability to switch gears quickly and adapt to change effectively
• Familiarity with sales, upselling and maintaining / exceeding goals or quotas
• Willingness to be a hands-on contributor. Excellent communication skills, including issue tracking, triaging and crisis management
• Ability to manage multiple projects simultaneously and operate in a fast-paced, high-velocity environment
• Proficient interpersonal, verbal, and written communication skills with high comfort level speaking on webinars, customer meetings, and potentially some industry events
• Ability to establish rapport and credibility with other leaders across the company and influence people in various areas and levels of the organization
• Critical thinking skills to help with analysis of business, market, and competitive trends.
• Some travel may be required
• Highly organized - you’re driven to be efficient and effective. You make managing multiple tasks with tight timelines look like a cakewalk.
• Collaborative and independent - you thrive while working with others but can also buckle down and get things done without a lot of oversight
• Skilled in Hubspot, Google Suite, Microsoft Office, and managing multiple products or interfaces

Location

While Optery is a fully-remote global team, this is a U.S.-based position and you will be required to work regular U.S. business hours, i.e. in the U.S. Eastern, Central, Mountain, and/or Pacific time zones.

Compensation + Benefits

• $100K-$135K base + 15% on target bonus
• Competitive equity
• Great health, dental, and vision insurance
• 401k program with employer match
• Paid time off policy
• Stipend for home office setup

Equal Opportunity

Optery values diversity and is an equal opportunity employer. Optery does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

If you're ready to make an impact and shape the future of customer success at a startup, we’d love to hear from you!