Customer Success Manager

Success Team · Chicago, Illinois
Department Success Team
Employment Type Full-Time
Minimum Experience Manager/Supervisor

Company Description


Logiwa WMS is a leading cloud warehouse and inventory management software that focuses on the inventory management and order fulfillment needs of retail and e-commerce small businesses. As we are growing rapidly with double-digit month/month growth, we are looking for a highly motivated Customer Success Manager who would share our passion to scale this mountain with us! #remotework


We are backed by leading North American and European VC firms.


Job Description


Our ideal candidate is an experienced professional who has excellent communication and customer management skills and has the ability to manage customer relations through the entire customer lifecycle by reading customer metrics, being proactive, and understanding customer behavior leading to product engagement.


Responsibilities


  • Define and optimize the customer journey
  • Drive true value for customers
  • Lead cross-functionally to drive customer success
  • Help foster company-wide culture of Customer Success
  • Drive alignment with Renewals & Expansion and Sales
  • Define customer success involvement during the sales cycle
  • Create dashboards and reporting to measure customer success
  • Own key metrics (Upsell dollars, NPS, churn)
  • Support core metrics for our company and our CSM team as a whole
  • Propose improvements to customer success team’s organizational structure
  • Achieve operational excellence


Requirements


  • BS/BA or a combination of experience and education/training equivalent to a four-year college degree
  • 5+years of Customer Success Management within a SaaS organization
  • Previous experience in a role directly managing customer success and onboarding teams
  • Prior experience in the supply chain technology space is a plus
  • Strong problem-solving, communication, and customer management skills
  • Demonstrated ability to learn new concepts quickly and work hands-on in a team environment

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  • Location
    Chicago, Illinois
  • Department
    Success Team
  • Employment Type
    Full-Time
  • Minimum Experience
    Manager/Supervisor