Remote Customer Success Manager
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Contract Term: This position is a 12-month maternity leave contract, with the possibility of extension based on organizational needs and performance.
At Bucketlist Rewards, we are passionate about delivering innovative solutions to our wonderful clients. Our cutting-edge products have revolutionized Rewards and Recognitions, and we're committed to ensuring our customers achieve maximum value and success. As a Customer Success Manager (CSM), you will be responsible for building and maintaining strong relationships with our Bucketlist customers. Your primary goal will be to ensure customer satisfaction, drive adoption of our great product, and maximize customer retention and growth.
About Us:
Bucketlist Rewards provides a leading B2B SaaS solution that allows organizations of all sizes to introduce an effective rewards and recognition program to its workforce. Our goal is to provide companies with an easy to use web platform that enables employers to reward team members in a meaningful way that matters to them, while achieving great business results and building better organizational cultures. When it comes to great company culture, the Bucketlist team walks the talk and we are proud to be Great Place to Work certified
Key Responsibilities:
- Act as primary customer contact within assigned Book-of-Business, fostering strong relationships and regular communication.
- Collaborate with Sales, Support, Onboarding, and Product teams to ensure a seamless customer experience and resolve issues promptly.
- Proactively engage customers with insights and strategic recommendations for optimizing Bucketlist platform usage.
- Monitor customer health and engagement signals, identify upsell opportunities, and conduct regular check-ins and performance reviews.
- Conduct Quarterly Business Reviews (QBRs) showcasing value delivered and areas for improvement; focus on achieving a world-class Net Promoter Score (NPS) and high account growth.
- Handle escalations and difficult conversations with professionalism and a solutions-first mindset, ensuring prompt resolution and positive outcomes.
- Act as the Voice of the Customer, gather and relay customer feedback to influence the product roadmap and enhancements.
- Drive customer advocacy, referrals, and case studies; focus on improving customer loyalty and retention.
- Stay current on industry trends and best practices in HR, Rewards & Recognition, and employee engagement to provide valuable insights to customers.
- Collaborate with the Finance team to review renewal numbers, document upsell opportunities, and establish clear client retention goals and strategies.
- Proactively identify creative ways to grow and expand the book of business.
Required Skills for Success:
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