Customer Success Manager, Americas

Extensis Portland , OR 97201

Posted 3 weeks ago

Come work for the 2nd Healthiest Small Employer in Oregon!!!

Extensis provides a creative, energetic work environment and promotes a healthy work/life balance. We are committed to success through innovation and empowerment, and we're looking for people who share these values to contribute to and share in our success.

What We Offer | In addition to competitive compensation, a rich benefits package, generous vacation accruals, 10 paid holidays per year, a 401(k) Plan with employer match and education reimbursement we also offer some great perks:

  • Gorgeous and convenient downtown location overlooking the Willamette River with unfiltered views of Mt. Hood in the distance.

  • Free monthly transit pass or cash incentive to walk or bike to work (and a private, locking bike cage + on-site showers!)

  • Paid time to volunteer to the cause of your choice

  • Bagels on Mondays, Organic Fruit on Wednesdays and Donuts on Fridays (plus gourmet coffee and tea selection)

  • A cool lounge with refreshments and an arcade game

  • Monthly on-site massages

What We're Looking for | We are seeking two (2) outstanding Customer Success Managers to lead our newly formed Customer Success Teams in the East and West Regions of the Americas. The CSM will be responsible for entire customer journey to drive and increase adoption and utilization of Extensis solutions.

What You'll Do:

  • Strategically drive customer success initiatives to support and bolster account strategy planning.

  • Understand customers' business objectives and identify ways we can deliver increased value through appropriate use of Extensis


  • Be involved in all aspects of target account creation, customer acquisition, support, account management, educating customers and more. All team members look to CSM for input across all key decisions.

  • Expand customer base (retain and acquire new customers)

  • Deliver predictable outcomes and experiences for Extensis customers and predictable growth for their business

  • Deliver and communicate ROI for Extensis customers, throughout the customer lifecycle

  • Understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as target customer acquisition strategies

  • Monitor customer behavior and develop ideas and plans for improving on successes or solving issues in the most effective manner.

  • Reach out to churned customers to gain an understanding and to minimize future churn

  • Work to ensure that our customers are happy with our product and serve as a customer advocate to help get customer issues resolved quickly and feature requests routed to the right teams to take action

  • Lead initiatives that drive adoption of our products, helping customers realize the full potential of their investment in our platform

  • Establish metrics, templates and governance for the POD including KPIs, and track progress and dependencies

  • Be responsible for facilitating workshops to educate customers on best practices and customer calls to review issues/escalations.

  • Work cross-functionally with other teams to troubleshoot and escalate issues for customers.

  • Work on and develop internal initiatives to drive product adoption and customer satisfaction for our products.

  • Create solutions to increase operational efficiency for the POD/team. Identify and implement internal process improvements for our team and

the broader business.

What You Bring:

  • Bachelor's Degree or equivalent experience

  • Minimum 5 years' experience in Customer Success, Account Management, Professional Services, Management Consulting, or another client

facing role.

  • Strong leadership skills and previous experience managing teams in a technology company.

  • Knowledge of Customer Success metrics, NPS, customer satisfaction, etc.

  • Experience in working with complex, multi-divisional, multi-geographical customers

  • Strong experience with CRMs and related customer experience management platforms.

  • Deep understanding of value drivers in recurring revenue business models

  • Ability to create structure in ambiguous situations and design effective processes

  • Critical thinking, analysis, troubleshooting, and problem solving expertise

  • Ability to effectively prioritize and escalate customer issues

  • Strong written and oral communication skills with proven ability to initiate and manage relationships with customers of all levels

About Extensis | We were born in Portland, Oregon. We grew up servicing through our software solutions the creative, print, and publishing industry. And now more than 25 years later, we have become management experts in digital assets, including fonts, images, and geospatial imagery. We specialize in helpful, easy-to-use asset management solutions to streamline the connection between our customers and their assets.

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