Customer Success Manager

About the Role

• You should have a true entrepreneurial spirit, be open to frequent change, and have a passion for helping small business owners grow.
• As a start-up, you’ll play a key role in managing account relationships and building revenue through different features and aspects.
• Revolutionize how laundromat owners use software and guide them through their lifecycle with Cents.
• Ensure all accounts are transacting via the Cents POS platform and encourage laundromat owners on how they can leverage the platform to increase their revenue and streamline operations.
• Have the tools, support, and resources to do whatever is necessary to place more orders through the Cents platform.
• May have the opportunity to work directly with other teams and features Cents offers in regard to hardware and product.
• The ideal candidate has prior experience managing accounts in SaaS solutions and the confidence to have customer conversations related to upselling, cross-sell, or expanding.
• You are tech-savvy and self-sufficient with a motivated and positive attitude.
• You need to be relationship-oriented, collaborative, and yearning to constantly improve.
• Be comfortable educating clients on the value and benefits of our software and hardware tools while handling the occasional uncomfortable conversation.

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 the continued education of the product is completed.
• 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 our clients during any product scope sessions.
• Ad hoc responsibilities as required.

Requirements & Tech Stack

• At least 6 months to 1 year of inside sales or account management experience.
• SaaS experience is preferred, but not required.
• Tech-savviness with an ability to conduct presentations virtually using Zoom and troubleshoot any complications that arise.
• 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.

Qualifications

• B.A, B.S. or equivalent degree preferred, but not required.