Customer Success Manager

About the Role

• True entrepreneurial spirit, open to frequent change, and a passion for helping small business owners grow.
• Play a key role in managing account relationships and building revenue through different features and aspects.
• Guide laundromat owners through their lifecycle with Cents, revolutionizing how they use the software.
• Ensure all accounts are transacting via the Cents POS platform.
• Encourage laundromat owners on how they can leverage the platform to increase revenue and streamline operations.
• Utilize tools, support, and resources to place more orders through the Cents platform.
• Potential to work directly with other teams and features in regard to hardware and product.
• Tech-savvy and self-sufficient with a motivated and positive attitude.
• Relationship-oriented, collaborative, and yearning to constantly improve.
• Comfortable educating clients on the value and benefits of software and hardware tools, while handling uncomfortable conversations.

Key Responsibilities

• Be a key player in the handoff from sales to onboarding as a customer’s champion.
• Conduct lifecycle check-ins with operators and ensure continued education of the product.
• Build revenue throughout your book of business through the implementation of new features and value propositions.
• Build and maintain an opportunity pipeline.
• Upsell, cross-sell, expand, and retain as opportunities present themselves.
• Funnel feedback from clients to the product team, and represent the voice of clients during product scope sessions.
• Ad hoc responsibilities as required.

Requirements & Tech Stack

• B.A., B.S. or equivalent degree preferred, but not required.
• At least 6 months to 1 year of inside sales or account management experience.
• Experience in SaaS is preferred, but not required.
• Tech-savviness.
• Ability to conduct presentations virtually using Zoom and troubleshoot any complications.
• Organizational skills, detail, and task-oriented.
• Excellent written and verbal communication skills.
• Self-starter & Team player mindset.
• Ability to work effectively in a fast-paced environment.