Customer Success Manager

Transflo is an equal opportunity employer, committed to diversity and inclusion. We will consider all qualified applicants without regard to race, color, nationality gender, gender identity or expression, sexual orientation, religion, disability or age. Transflo is committed to building a culture where all employees can bring their best to work, where all employees feel valued, respected, and have a sense of belonging; Transflo embraces diversity and encourages all qualified candidates to apply.

Job Summary:

• The Customer Success Manager (CSM) is responsible for customer retention, loyalty, and upselling the Transflo product and services suite. The CSM interacts closely with sales, operations, and support teams by ensuring customer satisfaction through the delivery of flawless implementation and ongoing, customized training. The CSM is responsible for creating and maximizing product and services add-on opportunities.

Job Responsibilities:

• Deliver an exceptional customer experience while aligning with the sales team to ensure that agreed-upon services are implemented successfully
• Collect and act on customer feedback and strive to course correct implementation of the Transflo solutions on the spot, including solutions that veer from standard processes
• Work collaboratively with all territory and internal team members/departments to maintain a high customer retention rate
• Be accountable for maintaining acceptable churn in the territory
• Track customer health scores and feature utilization to spot at-risk accounts before they churn
• Conduct regular business reviews (QBRs), align usage with the client's internal KPIs, and map out executive stakeholders
• Own or facilitate contract renewals, identify cross-sell or upsell paths, and gather customer testimonials or case studies.
• Relay product feedback, bug reports, and feature requests from clients back to the product, support, and sales teams
• Become fluent in all Transflo products and services with the ability to provide customer support and/or training as requested
• Ability to analyze customer business needs and objectives and align with Transflo offerings
• Clear communicator with professional presence
• Other duties as assigned by VP of Customer Experience
• Adhere to all department and company processes, policies and procedures
• Adopt and support company mission, vision, values and strategy

Job Requirements:

• 5+ years of experience in a customer success role
• Experience obtaining a deep understanding of customer business challenges - identify and propose solutions which will address their needs
• Ability to interact with internal/external teams at various levels
• Experience in client-facing roles
• Proven record of putting the customer first, establishing trust, and delivering on promises
• A demonstrated track record of maintaining customer retention rates, high levels of customer satisfaction, and for creating customer experiences
• Work with clients through every stage of their journey (onboarding, adoption, maturity), with the goal of growing their lifetime value and product adoption.
• Ability to think quickly on your feet and answer unexpected questions with ease
• Strong listening skills; open to input from other team members and departments
• Experience in Salesforce and Customer Relationship Management (CRM)

Physical Demands:

General Office Demands