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Customer Service
Senior Customer Success Manager
@Proof
[Hiring] Senior Customer Success Manager @Proof
Mar 15, 2025 - Proof is hiring a remote Senior Customer Success Manager. 💸 Salary: unspecified. 📍Location: USA.
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Role Description
As a Sr Customer Success Manager, focused on key accounts at Proof, you will be entrusted with building strategic relationships and driving product adoption and engagement across our customers. You will own strategic relationships and be responsible for the goals, adoption and growth of your accounts, collaborating cross-functionally with internal teams to drive platform enhancements and engagement strategies that will result in transaction and revenue growth.
- Contact business clients proactively to build relationships and walk them through the process of using Proof's products or services
- Drive customer understanding of business and organizational benefits of digital transformation with specific guidance and best practices on change management (short-term and long-term recommendations)
- Guide the customer journey towards expansion of use cases and new solutions on the Proof platform
- Establish a partnership with key stakeholders to build Customer Success Plans, defining critical goals, or other key performance indicators as well as a roadmap for success for both systems integrations and user adoption
- Obsessively understand, document, track, and revise key performance indicators and return on investment benefits, working closely with data and analytics team to constantly evaluate customer data, identifying data trends and use cases for expansion in order to prioritize your work
- Consult on industry and product best practices and conduct (remote or in-person) Business Reviews to ensure the customer is achieving value and to address gaps and/or opportunities to unlock expansion
- Advocate for customer needs/issues across product, marketing and support functions. Align seamlessly with sales, product management, marketing, and engineering teams and stay updated on latest releases and product capabilities
- Maximize value for customers by ensuring they have the tools and resources they need
- Develop and improve customer onboarding processes and customer service policies
- Create resources for customers that help them fully understand and utilize the products and services
- Monitor contract renewal dates and ensuring renewal and upsell strategies are in place well in advance
- Identify areas for upselling and cross-selling by recommending additional products or services
- Gather data on improving products and services to share with upper management
- Provide high-level technical and product support
Qualifications
- 8+ years client management experience at a software company, agency, or management consultancy
- A Bachelor's Degree
- Strong project management skills
- Prior experience in Customer Success or an equivalent history of driving product adoption, retention, and revenue expansion
- Experience working with complex, multi-divisional, multi-geographical customers
- Motivation - Self-starter who works independently and proactively. Must be comfortable with ambiguity and accountable for one’s own success
- Curiosity - Curious learner who asks thoughtful questions and seeks to understand the unique needs of each customer
- Technical proficiency - Aptitude for technical and complex products & services (APIs and third party integrations) with the ability to train others through enablement activities
- Leadership - This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations.
- Relationship Building - Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience in managing various stakeholder relationships to get consensus on solutions/engagements is required.
- Program Management - Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail is required.
- Collaboration and Communication - Proven track record of 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 both externally as well as internally.
Benefits
- Medical, dental, and vision benefits
- Life insurance, long and short-term disability coverage
- 401k Plan with a 4% match, beginning on your hire date
- Unlimited Sick and Vacation time
- 14 paid company holidays
- 2 company Chillax weeks (Summer & Winter)
- 12 weeks of paid parental leave
- 4 week sabbatical after 5 years of continuous full time employment
- Health Reimbursement Arrangements for fertility and gender affirmation
- Lunch on Proof through Grubhub credit
- Monthly work from home stipend
- Professional development credit
- Monthly reimbursement for Wellness
- And more!
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 15, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
