Client Success Manager

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Role Description


The Client Success Manager (CSM) is the primary relationship owner and account contact for an assigned subset of YourMembership clients. A CSM is responsible for establishing and maintaining a healthy relationship between YourMembership and assigned clients. Healthy relationships result in:



Adoption: clients’ successful use of YourMembership to meet their organizational needs


Retention: on-time subscription renewal with appropriate price increase


Account expansion: adding YourMembership features and services + adding other Momentive Software products



This is accomplished through:



Discovering and understanding clients’ needs


Creatively generating solutions for those needs through YourMembership and other Momentive products and services


Skillfully communicating via videoconference, phone, and email


Negotiating contract details to win deals



DUTIES & RESPONSIBILITIES:



Contribute to a positive team culture centered on serving clients


Own and foster the relationship between YourMembership and assigned clients, serving as the primary account contact and escalation path


Drive client retention (renewal) through proactive and responsive communication, creation and communication of solutions, and explanation and negotiation of contracts


Drive client expansion through identification of needs, creation and communication of solutions, and explanation and negotiation of contracts


Drive client satisfaction and success through proactive outreach, utilization and account reviews, and responding to client challenges, complaints, and survey responses


Maintain accurately the status of each client's renewal opportunities, expansion opportunities, and overall health and sentiment using Salesforce and established processes


Gather feedback from clients about their experience with YourMembership’s product, support, and services, and share that feedback with relevant team to contribute to improvement of the experience for all clients


Complete continuous learning and maintain an expert-level knowledge of the product platform and industry best-practices


Follow established processes for the client success team and provide input to improve those processes


Collaborate with team members to meet other company objectives



Qualifications



At least 5 years of experience in areas related to Momentive’s business: client success, account management, sales, or services, especially in a SaaS context


OR at least 5 years of experience in areas related to Momentive’s client base: associations, membership organizations, nonprofit organizations, especially in management



Requirements



Expert knowledge of the YourMembership product platform, or ability to gain it through training


Ability to use client relationship management software; experience using Salesforce is a plus


Ability to use or learn Microsoft Office tools: Outlook, Teams, Excel, PowerPoint, Word


Demonstrated teamwork skills and ability to influence peers and leaders in a positive way


Excellent verbal and written communication, organization, and follow up skills, including comfortability communicating with executives and other decision-makers


Excellent judgement in decision-making, especially when balancing the needs of clients, team members, the company, and other stakeholders


Proven ability to handle a high-volume of assigned clients, multiple tasks, and meet deadlines with minimal supervision



Benefits



Medical, Dental & Vision Benefits


401(k) Savings Plan & Company Match


Flexible Planned Paid Time Off


Generous Sick Leave


Casual Environment


Purpose-Driven Culture


Work-Life Balance


Passionate About Community Involvement


Company Paid Parental Leave


Company Paid Short Term Disability


Remote Flexibility




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