Customer Success Manager

Candela Medical is seeking a Customer Success Manager to drive customer lifetime value through managing contract renewals and increasing consumable utilization. This role focuses on proactive outreach, relationship building, and providing solution-based customer support to achieve sales quotas and ensure customer satisfaction.

Responsibilities:

• Achieve quarterly quotas aligned with sales objectives, including consumables, utilization, and service contract conversions (driving to corporate goals of 50%+ warranty-to-contract, 75%+ contract-to-contract, and 70%+ billable-to-contract)
• Drive strong customer lifetime value through proactive engagement, renewals, and expanded account utilization
• Call customers with expired or expiring contracts to renew and close gaps in the pipeline
• Monitor and re-engage out-of-contract customers who have become unresponsive
• Assist in closing Time & Material (T&M) jobs and convert T&M customers into contract customers
• Work with Marketing to create targeted campaigns for customers with expiring warranties or contracts
• Achieve quarterly consumables quotas through proactive outbound calling
• Call current accounts to discuss consumable promotions, reorder needs, and utilization optimization
• Monitor and re-engage customers who have become inactive in consumable purchasing
• Identify key buying influencers and decision makers within existing accounts to drive growth
• Create, establish, and maintain strong customer relationships throughout the sales, contract, and post-sale processes
• Provide post-sale customer support with a solution-based approach
• Manage customer triage, accounts need, and escalations with a sales-solution mindset
• Respond to customer issues or questions in a timely, professional, and value-driven manner
• Document all customer interactions and activities in Salesforce
• Manage data for all new and existing customers, ensuring:
• All communications are logged
• Information is accurate
• Required documents are attached
• Set and execute daily tasks and follow-ups using CRM workflows and best practices
• Participate in ad-hoc projects aimed at improving customer lifecycle performance, account growth, or operational efficiency

Requirements:

• 3 yrs. Inside Sales, Service Contract/Corporate Account Sales experience
• Business development experience
• Exceptional customer service, interpersonal and oral communication skills
• Oriented to self-management and interfacing with all daily contacts from a remote position
• Experience with CRM systems such as Salesforce.com is a plus
• 2-yr/4-yr college degree in business or equivalent experience
• Computer skills: Microsoft Windows (Excel, Word and Outlook)
• Demonstrated ability to meet and/or exceed determined sales and activity quotas