Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Client Success Manager

Expired Job

Salsa Labs Bethesda , MD 20813

Posted 2 months ago


At Salsa, we're not your typical SaaS company - we represent a community of more than 3,000 nonprofit organizations. We support our clients' efforts to do everything from ending hunger to eliminating nuclear weapons to providing playgrounds for children. We want our clients to use our software to change the world and to do that, we need Client Success Managers to inspire each and every client, identify their goals, and act as a trusted advisor to help them adopt Salsa's tools.

Client Success Managers report to the Manager of Client Success and will "own" a portfolio of premier Salsa clients. Our Client Success Managers are responsible for building and maintaining strong working relationships with Salsa users, acting as an escalation point for issues that impact client success and responding to retention risks and opportunities. As a member of the Client Success Team, this position will aim to expand Salsa's adoption, retention, and ultimately, success. Client Success Managers work to become not just Salsa experts, but a valued resource in SaaS organizing technology, best practices, and digital campaign management.

Job Responsibilities:

  • Professionally manage customer relationships with a portfolio of assigned accounts

  • Meet customer retention goals and ensure consistently high retention rates.

  • Build and maintain strong, trusted working relationships with key decision makers and power users from onboarding to end of client lifecycle.

  • Gain a thorough understanding of assigned client's needs, campaign objectives, and processes to ensure that they successfully adopt and deploy Salsa.

  • Ensure that customers derive maximum value from Salsa and collaborate with the sales team to help upsell additional services, integrations, and features.

  • Identify risks to client success and aggressively/proactively engage the client whenever there's an identified retention issue.

  • Develop and execute retention plans for customers who may be at risk

  • Closely track client engagement activity and risk potential in Salesforce and Gainsight

  • Drive resolution of escalated account issues in coordination with Billing, Support, and other departments.

  • Gain and maintain an expert knowledge of Salsa's products and services

  • Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks.

  • Manage contract related inquiries, questions, and issues from clients and other departments.

  • This position may require occasional travel to client sites and Salsa locations.

Some Must Have's:

  • 2+ years proven success in Customer Success role for a SaaS company with a designated portfolio of clients

  • Experience with account portfolio planning, management, and prioritization

  • High attention to detail and willingness to get "in the weeds" to fix a problem

  • Comfortable navigating and mediating conflict while being able to foster honest dialog

  • Knowledge of customer success best practices

  • Experience driving client adoption of technology or software product

  • Exceptional communication and relationship management skills

Bonus Points:

  • Comfort with web technologies such as CSS, Javascript, JQuery

  • Experience with Salesforce, Zendesk and Gainsight

  • Direct experience working at a nonprofit, or in the fundraising, advocacy, or digital marketing industry

Benefits of Working at Salsa Labs:

Aside from working with smart, passionate Salsa employees, having uncapped growth potential and an awesome work/life balance, this position includes a competitive suite of benefits. Benefits include health, dental and vision insurance, 401K with immediate enrollment, life insurance, short and long-term disability insurance, stock options, paid holidays, unlimited paid time-off and no dress code!

Location & Work Environment:

Just two blocks from the Bethesda Metro on the Red Line, our office is located at 7200 Wisconsin Ave, Bethesda, MD 20814. Our culture is fast-paced, creative and innovative with a casual work environment.

EEO Statement: Salsa Labs, Inc. provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics. We seek to build a diverse staff representative of the communities we serve. All qualified applicants are strongly encouraged to apply.

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Client Solutions Manager/Senior Manager

Liquidity Services, Inc.

Posted 2 weeks ago

VIEW JOBS 10/4/2018 12:00:00 AM 2019-01-02T00:00 Company Overview Every organization has surplus – assets or inventory no longer required. Liquidity Services (NASDAQ: LQDT) works with clients to ensure surplus is intelligently transformed from a burden into a liquid opportunity that fuels the achievement of strategic goals. Our superior service, unmatched scale, and ability to deliver results enable us to forge trusted, long-term relationships with over 10,000 clients, including Fortune 1000 and Global 500 organizations as well as government agencies. With $7 billion in completed transactions, over 3 million registered buyers, and reach into almost 200 countries and territories, we are the proven market leader in delivering smart surplus solutions. Liquidity Services operates in an entrepreneurial, collaborative, and vibrant workplace. We're looking for team members who enjoy working in a fast-paced, relaxed environment – a place where you'll be challenged and empowered to perform. Our core values – which include integrity, customer focus, relentless improvement, innovation to support leadership, and mutual trust and accountability – drive our individual and corporate success. General Summary The Client Services Manager/Senior Manager will drive the growth and day-to-day operations of several multi-million-dollar client accounts. The successful candidate will focus on increasing revenue and GMV by expanding LSI's service offerings and adding new product verticals. Additionally, the Client Services Manager will oversee the execution of client initiatives to ensure projects to ensure successful implementation. Responsibilities * Grow business within existing client accounts via increased liquidations or value-added services• Develop and monitor key performance indicators to ensure an overall high quality of service and profitability of each client's activities • Present program results to clients and pitch new opportunities for growth and efficiency• Work closely with LSI's Sales, Logistics, Transportation, and Technology departments to develop efficient processes and services adapted to specific customers' business requirements• Work with LSI's Legal department to draft and negotiate client contracts• Set account program scope of work and pricing in coordination with other internal functions Key Performance Indicators: • Revenue growth and margin generated by accounts• Retention and further penetration of accounts• Successful launches of new accounts• Inventory throughput and velocity Supervisory Responsibilities: • Will lead and develop one or more analysts to support data preparation, client inquiries, client and internal operations correspondence, and presentation preparation Qualifications Education/ Experience:• Bachelor's degree in Supply Chain, Logistics, Business, or Finance • MBA preferred• 7 to 10+ years demonstrated account management and/or sales experience in a high growth company• 7 to 10 years in multiple, full life cycle project management in a client service environment• 3 to 5+ years management experience with personnel management and employee development• Practical knowledge of supply chain / logistics issues and solutions • Comfortable in situations presenting to and brainstorming with C Level executivesSkills:• Must possess superior communication and presentation skills to communicate LSI's services effectively to both internal and external audiences• Must possess strong analytical skills with advanced Excel skills and financial modeling abilities• Must possess strong organizational skills for account management and project implementation requirementsAbility: • Demonstrated ability to focus and prioritize operational tasks in a high growth environment• Passionate regarding the use of technology, particularly web based applications, to drive performance and service enhancements• Familiarity with online auction model or e-commerce businesses • Must be able to develop original ideas and solutions to difficult situations or problems• A self-starter with a passion for success and a drive for results #lpind123 Liquidity Services, Inc. Bethesda MD

Client Success Manager

Expired Job

Salsa Labs