Customer Success Manager

THE SPONSOR :

• Bloom Equity Partners is leveraging decades of investing and operating experience to rapidly unlock transformational growth and deliver superior returns to our investment partners and management teams.  Investing exclusively in lower-middle market technology, software and tech-enabled business service companies, Bloom drives enduring market value by partnering closely with founders and management teams, injecting capital to unlock growth and providing operational resources and expertise to enable meaningful step-change to the business.  THE COMPANY :   RightCrowd is a dynamic and rapidly expanding company in the Physical Identity and Access Management (PIAM) industry, focused on providing cutting-edge solutions to enhance security and streamline access control processes for a diverse range of clients.

As we continue to grow and establish our presence in the market, we are seeking an experienced and forward-thinking Customer Success Manager to join our team.  JOB SUMMARY :

Strategy to include customer success segmentation, CSM Coverage model, and KPIs  Cultivate a customer-centric culture across the organization.  Incorporate industry trends and best practices into strategy enhancements.  Operational Excellence :

Collaborate with sales leaders to offer account insights for pipeline building.  Establish customer lifecycles, best practice playbooks, and business reviews.  Map and optimize customer journey and health score, identifying intervention points, and experience improvement opportunities.  Leverage data and technology for proactive measurement and improvement.  Anticipate concerns, communicate internally, and assess risk drivers.  Mediate customer interactions, resolve requests, and minimize churn.  ESSENTIAL RESPONSIBILITIES AND DUTIES :

Ability to adapt to changing priorities and meeting deadlines.  Exceptional analytical aptitude and curiosity, detail oriented, and highly organized.  Must maintain the highest level of confidentiality.  Demonstrable success of building good relationships and partnerships with key influencers across the organization.  Must have the ability to make recommendations to effectively resolve problems or concerns by using judgment that is consistent with company standards, practices, policies, procedures, and federal regulation.  Able to proactively develop team dynamics and performance, ensuring quality standards are consistently achieved.  Proven record of driving adoption and growth.  Expert-level project management skills.  Self-driven and proactive nature.  Passion for service :