Customer Success Manager

Pelcro is an enterprise-class subscription and membership management platform with clients across the globe. We support diverse industries such as Media, SaaS, Wellness, Subscription boxes, E-Learning and more Our mission is to help drive new opportunities for online businesses by providing a simple solution for reoccurring payments and plans. We know the power of the reoccurring revenue model, which is why Pelcro is designed to make it simple for companies to provide a subscriber experience that delights and inspires loyalty. We are looking for someone who shares our passion and can help us grow our Customer Success team. **Responsibilities** As a Customer Success Account Manager, you are the primary customer-facing role responsible for customer success through the management of program deliveries and strong customer relationships. The prevailing business priority is the customers’ successful adoption and productive use of Pelcro. You are front and center with our customers supporting their digital journey and empowering them to achieve more - Keep clients engaged and regularly use our solution. - Build customer loyalty. - Ensure customers get fast time-to-value. - Foster a customer-centric team environment. - Keep a "high-level view" of the entire support process. - Provide regular, proactive recommendations to optimize the use of our platform. - Bridge the gap between the Customer and the Product team by identifying enhancements and feature requests informed by regular engagement with customers. - Maximize the adoption of our product features in order to maximize the value driven by our product. - Lead the enablement of our users by conducting product training. - Identify accounts that are likely to churn and work proactively to eliminate that risk. - Identify opportunities to expand our partnership with customers. - Ensure all account issues are quickly resolved, utilizing resources from cross-functional teams internally. - Function as the voice of the customer and provide internal feedback on how we can better serve them. - Track key account metrics and forecast retention and establish clear client retention goals. - Upsell services and products with the brand image. - Review customer complaints and concerns and seek to improve the customer experience. **Qualifications** - Proven work experience as a Customer Success Manager or similar role for 5+ years. - Experience working with brand image and promoting value through customer experience. - Exceptional ability to communicate and foster positive business relationships. - Technical skills are required as they relate to the use of the product. - Accountability and personal organization are essential. - Experience in managing a diverse group and training each according to company standards. - Strong communication & leadership skills, as well as displaying executive presence and confidence in varying levels of customer situations. - Building relationships with senior customer executives in large or highly strategic accounts. - Driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. - Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management. - Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field preferred. - Certification(s) in the following preferred: - Project Management: PMP - Customer Success Management Along with providing our clients with a seamless user experience, we make sure to always be mindful of making Pelcro the best place to thrive by maintaining great company culture, a supportive environment, flexible hours, frequent activities, and lots of additional perks & benefits Our benefits include: - Flexible hours in a hybrid work environment - Health insurance - Annual learning budget - Skilled senior staff who will help you to achieve your very best - A great salary, commensurate with experience - Interesting and varied projects to sink your teeth into