Customer Success Manager

OnBoard is a leading board management software provider that helps organizations function at a higher level. The Customer Success Manager will manage a portfolio of customers, ensuring their satisfaction and success with OnBoard's products, while identifying growth opportunities and driving product adoption.

Responsibilities:

• Customer Relationship Management: Serve as the primary point of contact for a portfolio of customers, building strong, long-term relationships and understanding their business goals and challenges
• Customer Satisfaction & Success: Ensure customers achieve their desired outcomes by providing proactive support, guidance, and best practices for using our products and services
• Issue Resolution: Address customer concerns and resolve issues promptly, coordinating with internal teams as needed to deliver effective solutions
• Platform Adoption & Engagement: Drive adoption and active engagement with the Govenda platform by conducting onboarding, training sessions, and regular check-ins to maximize value and usage
• Growth & Expansion: Identify and pursue opportunities for account growth, including upselling additional products and services. Develop and execute tailored expansion strategies for each customer
• Business Reviews & Strategic Planning: Conduct regular business reviews with customers to discuss progress, gather feedback, and introduce new features or services that align with their evolving needs
• Migration Management: Lead and support customers through the migration process to a new platform, including planning, timeline management, resource coordination, and ensuring a smooth transition
• Change Communication: Proactively communicate upcoming changes, migration updates, and new platform features to customers, ensuring transparency and preparedness
• Customer Advocacy: Act as the voice of the customer within the organization, providing feedback to product and leadership teams to influence the roadmap and service improvements
• Reporting & Insights: Monitor customer health, usage metrics, and satisfaction scores. Provide regular reports and actionable insights to internal stakeholders and leadership
• Collaboration: Work closely with sales, product, and support teams to ensure a seamless customer experience and alignment on customer goals and growth initiatives
• Renewals Management: Work with customers to minimize product churn and maximize account renewals, supporting the contract renewal process

Requirements:

• Bachelor's degree in business, or a related field, preferred
• 5-7 years of experience in a customer-facing role at a B2B SaaS company; managing growing revenue for your book of accounts
• 5-7 years experience with cross-functional collaboration including Sales, Customer Experience, Product/Development, and other internal teams
• 3+ years experience in managing a book of clients of at least 250
• Exposure to C-Level executives and Legal Teams strongly preferred
• Passion for understanding and helping customers solve real-world business challenges by leveraging technology solutions
• Excellent problem-solving and analytical skills, with the ability to identify and address issues in a timely manner
• Ability to manage customer conversations at all levels, including direct or indirect negotiations
• Ability to work independently and manage multiple customer accounts simultaneously
• Experience using Microsoft Office, Salesforce, ChurnZero, or similar systems
• Excellent verbal, written, presentation and project management skills
• Demonstrated knowledge and hands-on experience with artificial intelligence tools and concepts (such as machine learning, NLP, or automation)