Client Success Manager
Overview
The Client Success Manager will support the onboarding, adoption, and expansion efforts of our SaaS platform. This role will assist in managing customer accounts, building relationships, understanding customer needs, and identifying opportunities for growth.
Responsibilities
- Assist with post-implementation onboarding and support for new customers to ensure successful adoption of our platform.
- Build and maintain relationships with assigned customers and their executive sponsors.
- Participate in regular check-ins and business reviews to understand customer needs and gather feedback.
- Monitor usage data and help develop health scores to detect renewal and churn risks.
- Assist in managing escalated issues and acting as the voice of the customer to internal teams.
- Provide input on new features, services, and upgrades based on customer feedback.
- Collaborate with account management, support, marketing, and product teams to enhance the customer experience.
- Contribute to developing best practices and playbooks for the customer success team.
- Support customer training sessions, webinars, and workshops to ensure effective product use.
- Help track customer satisfaction scores (NPS, CSAT) and assist in taking actions to improve them.
- Educate customers on new features and product updates.
Requirements
- 1+ year of experience in a customer success, account management, or customer support role, preferably at a SaaS company, or strong internship experience in a related field.
- Ability to understand technical concepts and business use cases of SaaS platforms.
- Strong verbal and written communication skills.
- Analytical mindset with the ability to interpret data and identify trends.
- Experience with CRM tools such as Salesforce, HubSpot is a plus.
- Comfortable working in a fast-paced, high-growth environment.
- Basic knowledge of Excel/Google Sheets.
- Strong problem-solving skills and the ability to handle challenging customer situations.
- Ability to work independently and as part of a collaborative team.
- Passion for customer success and a customer-centric mindset.
Why join the Ethico Team
- People first company culture and family atmosphere
- Company paid Medical, Dental, and Vision for Employee
- Company funded HSA, if enrolled in HDHP
- 401(k) with company match up to 4%
- STD, LTD, and ADD
- Company paid Life Insurance
- PTO
- Flexible Working Environment available for some positions
- Annual profit-sharing bonus
- Paid Maternity/Paternity leave
- And much more!
Language
- English
Location
Hybrid, located in Charlotte, NC.
Salary Range
$45,000-55,000 + Commission
Exact compensation may vary based on skills, experience, and location.
Process
- Prescreen with the People Team (15 Minutes)
- Wonderlic Assessment (60 Minutes)
- Interview with the Hiring manager (60 Minutes)
- Interview with your future team (60 Minutes)
- Interview with an Ethico Executive (15-30 Minutes)
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status. Women and underrepresented minorities continue to be underrepresented in our workplaces. The diversification of applicant pools constitutes an important step for broadening the participation of women and URM in the workforce. Research shows that women and people of color disproportionately do not apply for jobs where they do not meet 100% of the "requirements." If you think you can do this job, we encourage you to apply. Ethico is committed to breaking structural barriers to entry and career progress, and driving fair hiring practices in our workplace.