Customer Success Manager

Job Description

Job Description

Location : Provo, UT (Full-Time in Office)

Ready to start your career at a growing SaaS Company?

Now is the time to join our team here at Rain, located near Provo, Utah, Rain Retail is one of the fastest-growing cloud-based SaaS companies in Utah.

We serve specialty retailers across multiple markets including ski, surf, music, scuba, and craft stores. We've been in business for 13 years and currently have a team of 65 people across various departments : such as sales, support, fulfillment, and development.

Our employees enjoy the benefit of working in a small business atmosphere without the politics and headaches that come with a large corporation.

We have 5 company values we live by : Happy, Honest, Humble, Hardworking, and Heartfelt. We strive to represent these values in every interaction with customers and co-workers alike.

Do you also live by the 5 H's? If so, you will love our company! We are looking for a Customer Onboarding Specialist to join our team! Learn more about Rain Retail : https : / / www.rainpos.com /

After realizing that the Rain Team is for you, you'll see that the career advancement opportunities within Rain are indicative of our focus to develop our employees and to meet the demands of our customers as we continue to grow in the industry.

Customer Success Manager Role Overview :

As a SaaS Customer Success Manager, you will be responsible for ensuring a seamless and successful onboarding experience for new customers.

You will play a crucial role in guiding customers through the implementation process and helping them realize the full potential of Rain Retail's platform.

• Manage the end-to-end onboarding process for new customers, ensuring they receive a smooth and efficient transition onto the Rain Retail platform.
• Conduct welcome calls or virtual meetings with new customers to understand their business needs and goals, and provide personalized guidance on how to best utilize the SaaS platform.
• Collaborate with the sales team to ensure a seamless handover from the sales process to the onboarding phase, addressing any outstanding questions or concerns.
• Customize the onboarding process to meet each customer's specific requirements, tailoring training sessions and resources accordingly.
• Deliver product training to customers, both one-on-one and in group settings, to educate them on the platform's features and functionality.
• Proactively monitor customer progress and adoption rates during the onboarding phase, providing guidance and recommendations to maximize their success.

Your role as a Rain Retail Customer Success Manager is pivotal in shaping the customer journey and fostering long-term relationships with our valued clients.

Your dedication to their success will be the foundation upon which we build trust and loyalty.

What you bring :

• Proven experience in customer onboarding or customer success within a SaaS or software company.
• Excellent communication and presentation skills, with the ability to explain complex concepts in a clear and understandable manner.
• Strong project management and organizational skills, ensuring onboarding processes are efficient and effective.
• Customer-centric mindset, with the ability to empathize with customers and understand their unique needs and challenges.
• Technical aptitude and the ability to quickly grasp and demonstrate software functionality.
• Familiarity with CRM systems and customer support tools.
• Proactive and self-motivated, with the ability to work both independently and collaboratively in a fast-paced environment.
• Ability to adapt quickly to changes in priorities, processes, or customer requirements.
• Willingness to accommodate different customer time zones and schedules as needed during the onboarding phase.
• Capacity to work effectively under pressure and manage multiple onboarding projects simultaneously.
• Strong interpersonal skills and the ability to collaborate effectively with cross-functional teams.
• Willingness to share insights and best practices with colleagues to promote a culture of knowledge sharing and continuous improvement.

What can we offer you, you ask?

• The best company culture around! (We recently won a Top Place to Work Award in Utah)
• Opportunities for advancement within our organization.
• Company activities such as Lagoon Day, movie nights, and dinners!
• A stocked kitchen waiting for you.
• Employee Referral Program, earn money for referring your friends. (Who doesn't like more money?)
• Paid Training
• Multiple full-time work schedules are offered : (7 am -4 pm, 8 am -5 pm, or 9 am -6 pm M-F)
• The ability to earn additional bonuses and incentives
• Paid Time Off (8 days to start, up to 20 days)
• Medical, Dental, Vision, Life Insurance Plans, and a 401k

Pay : $19 - $21 / hour

LI-onsite