Customer Success Manager

Description

AbacusNext is an industry-leading vertical SaaS provider for the compliance-focused Professional Services market. We provide purpose-built, cloud-based solutions for small and medium-sized Legal and Accounting firms to support a secure and cloud-enabled practice.

Location: This role is remote and open to candidates nationwide in the United States

Requirements

• Work with customers to ensure they are leveraging AbacusNext's software solutions effectively and finding value in our services
• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude
• Become an expert in AbacusNext's software solutions and educate customers on the use and benefits of our products
• Work closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Maintain a revenue base by managing account retention and renewal
• Drive upgrade revenue through increased product adoption and increased usage
• Effectively manage assigned customer accounts and projects assigned from leadership
• Work with assigned CSM group on email communication clean up, CSM template creation and improving processes within the CSM team
• Manage deployment of processes and systems to the assigned CSM group
  
  

Qualifications:

• 2-4 years of experience in a customer-facing role, such as Customer Success or Account Management
• Bachelor's degree preferred
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated and a true team player
• Experience working with senior and executive level customer contacts
• Demonstrated ability and desire to work and excel in fast-paced environment
• Excellent multitasking and project management skills
• Understanding of Internet and web applications with a desire learn new technologies
• Ability to understand and articulate technical concepts and derive solutions
• Must possess a proven understanding of corporate business world; prior experience in SaaS or Insurance is preferred
• Well-organized, with a high attention to detail and ability to prioritize
• Experience with Salesforce a plus
  
  

Benefits

• Flexible PTO
• Summer Fridays
• No meeting Fridays
• Medical, Dental, Paid Sick Days, Vision, and Supplemental Coverage
• Flexible Spending Account
• Health Savings Account
• 401(k) match

Equal Employment Opportunity: AbacusNext is an Equal Opportunity, Affirmative Action Employer.