Client Success Manager

Role Description

The Client Success Manager (CSM) is the primary relationship owner and account contact for an assigned subset of YourMembership clients. A CSM is responsible for establishing and maintaining a healthy relationship between YourMembership and assigned clients. Healthy relationships result in:

• Adoption: clients’ successful use of YourMembership to meet their organizational needs
• Retention: on-time subscription renewal with appropriate price increase
• Account expansion: adding YourMembership features and services + adding other Momentive Software products

This is accomplished through:

• Discovering and understanding clients’ needs
• Creatively generating solutions for those needs through YourMembership and other Momentive products and services
• Skillfully communicating via videoconference, phone, and email
• Negotiating contract details to win deals

DUTIES & RESPONSIBILITIES:

• Contribute to a positive team culture centered on serving clients
• Own and foster the relationship between YourMembership and assigned clients, serving as the primary account contact and escalation path
• Drive client retention (renewal) through proactive and responsive communication, creation and communication of solutions, and explanation and negotiation of contracts
• Drive client expansion through identification of needs, creation and communication of solutions, and explanation and negotiation of contracts
• Drive client satisfaction and success through proactive outreach, utilization and account reviews, and responding to client challenges, complaints, and survey responses
• Maintain accurately the status of each client’s renewal opportunities, expansion opportunities, and overall health and sentiment using Salesforce and established processes
• Gather feedback from clients about their experience with YourMembership’s product, support, and services, and share that feedback with relevant team to contribute to improvement of the experience for all clients
• Complete continuous learning and maintain an expert-level knowledge of the product platform and industry best-practices
• Follow established processes for the client success team and provide input to improve those processes
• Collaborate with team members to meet other company objectives

Qualifications

• At least 5 years of experience in areas related to Momentive’s business: client success, account management, sales, or services, especially in a SaaS context
• OR at least 5 years of experience in areas related to Momentive’s client base: associations, membership organizations, nonprofit organizations, especially in management

Requirements

• Expert knowledge of the YourMembership product platform, or ability to gain it through training
• Ability to use client relationship management software; experience using Salesforce is a plus
• Ability to use or learn Microsoft Office tools: Outlook, Teams, Excel, PowerPoint, Word
• Demonstrated teamwork skills and ability to influence peers and leaders in a positive way
• Excellent verbal and written communication, organization, and follow up skills, including comfortability communicating with executives and other decision-makers
• Excellent judgement in decision-making, especially when balancing the needs of clients, team members, the company, and other stakeholders
• Proven ability to handle a high-volume of assigned clients, multiple tasks, and meet deadlines with minimal supervision

Benefits

• Medical, Dental & Vision Benefits
• 401(k) Savings Plan & Company Match
• Flexible Planned Paid Time Off
• Generous Sick Leave
• Casual Environment
• Purpose-Driven Culture
• Work-Life Balance
• Passionate About Community Involvement
• Company Paid Parental Leave
• Company Paid Short Term Disability
• Remote Flexibility