Customer Success Manager (Hybrid or Remote)

Customer Success Manager Connectbase is one of the fastest growing VC funded SaaS companies focused on providing data-driven solutions for the connectivity industry.

The Connected World, the core platform of Connectbase, allows our ecosystem partners to use location-based insights and automation to buy and sell connectivity more effectively than ever.

With innovative technology and best-in-class service, we offer solutions that drive growth for our customers by increasing visibility to the market, managing location, and driving engagement as the system of record wherever connectivity providers connect in the commercial market.

Founded in 2016, we are a remote-first workplace operating on a global scale. Our core values reflect our approach to building scalable solutions and to empowering our team.

Innovative Trustworthy Accountable Job Description As a Customer Success Manager (CSM) at Connectbase, you will play a crucial role in ensuring our customers achieve their desired outcomes with our products and services.

Your primary responsibility will be to act as a customer advocate, listening to their needs, building strong relationships, and ensuring they feel valued.

You will guide new customers through the onboarding process, helping them become familiar with our products, and addressing their questions and concerns promptly.

Building and maintaining solid relationships with customers will be key, requiring you to respond quickly to follow-up communications and facilitate connections with customers and support pods for a seamless implementation experience.

In addition to nurturing relationships, you will be responsible for reducing customer churn by demonstrating the value of our products and identifying and addressing signs of dissatisfaction.

You will also identify opportunities for upselling and cross-selling, engaging with customers to understand their needs and suggesting relevant connections, products, or services.

Your role will involve managing and enhancing the overall Customer Success Strategy, understanding and implementing connections strategies, and overseeing the onboarding process for new customers.

You will be responsible for ensuring client requests are represented with tickets, engaging and exciting teams with analytics, driving meaningful meeting agendas, following up on action items, mastering release notes and new capabilities, and maintaining a deep understanding of our core platform.

Additionally, you will serve as the conduit for product use cases and escalation awareness, ensuring you stay updated on platform challenges impacting your customers.

Primary Responsibilities, including but not limited to : Customer Success Strategy : Is responsible for the management and continual enhancement of the overall Customer Success Strategy with a goal of understanding current use cases within an organization (maximizing use of features and capabilities), and potential use cases for expansion and adoption of our platform capabilities.

Connections Strategy : Is responsible for understanding the overall connections strategy for each customer within the portfolio.

What are the number of connections sought? Why? Who are the ideal candidates? Can partner with the Configuration team about strategy drivers to ensure optimal configuration outcome.

Dashboard Management : Ensures all work is represented by tickets to ensure Customer Dashboards display a complete picture of requests and opportunities.

Understand customer demand and ensure it is represented and interpreted in a meaningful way using our analytics suite. Own Meeting Agenda and Follow-up : Is the driver of all meetings.

Will create and distribute meeting agenda before all meetings in accordance with process requirements. Will drive agenda throughout meeting.

Is responsible for creating and distributing meeting summary post meeting according to SLA. Responsible for identifying all action items and proactively driving resolution.

Will call the necessary internal meetings a / o standups to highlight and drive resolution. Release Note and New Capability Mastery : Will review and understand the contents of Release Notes prior to planned release such that the CSM is the point of knowledge for the customer.

Will identify areas that are of great value to individual customers within their own portfolio and will guide the customers understanding of release content that is impactful to current and future use cases.

Product Knowledge : Understands the high-level elements of the 4 core platform elements : (1) Quote to Order; (2) APIs; (3) Data and Analytics;

4) The Connected World Platform. Will be able to convey knowledge clearly and succinctly on the value prop of each, especially as relates to customers within their portfolio.

Escalation Awareness : Is responsible for monitoring key alerting systems (Critical Escalation Slack Channel / Support Channel / etc.

to ensure always up to date on platform challenges impacting customers within their portfolio. Process Self-Sufficiency : Is proficient with all workflows within the Confluence "How to Guide" and can follow the workflows in a self-sufficient manner.

Working Skills & Experience Requirements 4-year bachelor’s degree or commensurate work experience. 5+ years of customer-facing experience such as Customer Success Manager or Professional Services Consultant in a SAAS based business.

Ability to communicate effectively about the technical product offerings. Ability to effectively communicate with customers (and internal team members) at all levels of an organization that includes up to C level contacts.

Strong program and project management skills; able to handle multiple priorities simultaneously, often against compressed timelines.

Ability to professionally handle challenging situations. Experience in network & communications space helpful, but not required.

Connectbase Philosophy The team at Connectbase share common traits. Does this sound like you : Naturally curious Innate ability to learn Able to turn feedback into action Dually autonomous and collaborative Empowers those around them Compensation and Benefits Competitive base salary based on your background and level of experience with an outstanding opportunity to learn while you perform and career advancement in a rapidly growing SAAS company.

Base Salary range from $85,000 - $105,000 plus bonus. We also offer a very generous benefits package including health, dental, vision, unlimited Vacation and 401(k).

Check out our employee reviews on Glassdoor : https : / / www.glassdoor.com / Reviews / Connected2Fiber-Reviews-E1343428.

htm Connectbase is proud to be an equal opportunity workplace and employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, national origin, nationality, immigration status, citizenship, religion or religious creed (or belief, where acceptable), sex / gender, sexual orientation, gender identity and gender expression, pregnancy, marital status, age, citizenship, marital status, handicap or disability, genetic information or characteristics (or those of a family member), Veteran or military status, political belief, or socio-economic status.

Connectbase does not discriminate against individuals on the basis of those characteristics, or any other characteristic protected by law.

Connectbase is proud to be an equal opportunity workplace and employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, national origin, nationality, immigration status, citizenship, religion or religious creed (or belief, where acceptable), sex / gender, sexual orientation, gender identity and gender expression, pregnancy, marital status, age, citizenship, marital status, handicap or disability, genetic information or characteristics (or those of a family member), Veteran or military status, political belief, or socio-economic status.

Connectbase does not discriminate against individuals on the basis of those characteristics, or any other characteristic protected by law. Powered by JazzHR