[Hiring] Customer Success Manager @Abacum Inc

Role Description

At Abacum, our Customer Success Managers are trusted partners and advocates for our valued customers. In this role, you’ll be at the forefront of ensuring successful product adoption, driving ROI, and fostering long-term retention for key customers in our growing business.

As a Customer Success Manager, your mission will be to deeply understand your customers’ goals, challenges, and workflows. You’ll collaborate closely with them to create tailored success plans that deliver measurable results, helping them achieve their KPIs and maximize the value of the Abacum platform.

By taking a consultative approach, you’ll uncover unique use cases and educate customers on how Abacum’s features align with their specific needs, empowering them to seamlessly integrate the platform into their operations.

If you thrive on building strong relationships, delivering impactful results, and being a critical part of your customers’ success, this is the perfect opportunity for you!

Note: This is a remote role to work USA hours to support our USA based customers.

What You’ll Do as a Customer Success Manager:

• Build long-term, trusted relationships with key executives, including CFOs and Finance/FP&A teams.
• Own and drive customer outcomes with a relentless focus on delivering measurable success.
• Lead strategy calls and customized business reviews at the Management/Executive level to drive customer adoption.
• Serve as a storyteller, showcasing the transformative impact Abacum has on customers’ businesses.
• Act as the quarterback of the customer experience, ensuring seamless collaboration across internal and external stakeholders.
• Engage, retain, and educate customers on the full value of Abacum’s product offerings.
• Collaborate with internal teams, including sales, implementation, FP&A, and leadership, to drive customer success and satisfaction.
• Manage complex customer needs, leveraging data analysis to align solutions with business goals.
• Partner with sales to identify growth opportunities, strategizing and executing plans to expand customer accounts.
• Work closely with support and product teams to capture and implement customer feedback.
• Be accountable for net retention, customer happiness, and usage metrics across your book of business.

Qualifications

• Proven Account Management Expertise: Demonstrated ability to build and nurture strong customer relationships.
• Customer Success Metrics Mastery: Experience driving and tracking NPS, CSAT, CET, and customer health scores to ensure success.
• CS Tech Savvy: Proficient in using tools like Salesforce and other Customer Success platforms to streamline workflows.
• Data-Driven Decision Maker: Strong analytical skills with a track record of using data insights to guide strategies and decisions.
• Skilled Negotiator: Confident in navigating discussions to create win-win outcomes for customers and the business.
• Prioritization Pro: Exceptional organizational skills with the ability to manage multiple priorities and meet deadlines.
• B2B SaaS Background: Previous experience in the fast-paced and innovative world of B2B SaaS, with a deep understanding of customer needs in this space.

Benefits

• Competitive compensation including equity package
• Competitive vacation policy
• Access to Meditopia
• Remote working model and flexible working hours
• Personal development including language courses

Our Values

• Customer Obsession: We share the understanding that Abacum's sole purpose is to create value for customers and relentlessly deploy all creativity and energy to that end.
• Audacious Ambition: We dream big and embrace discomfort. We assume risks, make on-time mistakes and learn how to methodically accomplish our goals.
• Good People: We are self-reflective and praise diversity of thought. We don't justify the end with the means and know where to draw the line. We have fun every day.
• Tough Love: We truly care for everyone in the team and embrace honest feedback and radical candor as ways to genuinely help each other.