Customer Success Manager [US Shift]

CSMs are the guardians of our client partnerships, ensuring that we deliver value to our customers every day. They are the primary contact for accounts post-sales and are responsible for the overall success of their assigned book of business. CSMs should have a deep understanding of the Software as a Service (SaaS) space, solid Mindtickle product knowledge, and how the platform supports various use cases. They proactively drive customer value, ensure desired outcomes, and use a metrics-driven approach for monitoring customer health and proactive intervention.

Must Have

• Manage clients, driving adoption and outcomes leading to renewals, expansion, and advocacy.
• Build relationships and ongoing communication with senior-level stakeholders.
• Advise on strategic and program planning for ongoing usage and adoption.
• Weekly tracking and monitoring of client usage, milestones, value, and health metrics.
• Show customers how MindTickle features are used for new use cases.
• Conduct business reviews of activity, outcomes, data insights, and value.
• Keep clients informed about product enhancements and advocate for their needs.
• Recommend and sell add-on Professional Services to improve customer use.
• Oversee customer-driven product enhancements and interface with Product Management.
• Keep the MindTickle team aligned to deliver exceptional customer experience.
• 3+ years of experience in Customer Success or relevant customer-facing roles.
• Ability to thrive in a dynamic, fast-paced environment.
• Experience forging relationships with senior-level stakeholders.
• Experience in managing multi-group or global accounts.
• Highly analytical and experienced in working with data-driven dashboards and reports.
• Skilled communicator with excellent writing and verbal communication skills.
• Project management experience.
• Experience with Professional Services and implementation.
• Proactive and consultative approach, skilled in discovery and whitespace analysis.

Good to Have

• Previous SaaS experience
• Experience in the Sales Enablement Industry
• Adept in technical knowledge with the ability to understand the tech stack of customers
• Experience in Salesforce and other customer-facing tools

Perks & Benefits

• Highly engaging and rewarding workplace
• Tons of awesome perks
• Many opportunities for growth

What's in it for you?

• Managing clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
• Building relationships and ongoing communication with senior-level stakeholders to understand their business needs and desired outcomes and to showcase the impact of MindTickle on their strategic initiatives
• Advising on strategic and program planning to ensure ongoing usage, further adoption, and alignment of MindTickle with business needs
• Weekly tracking and monitoring of client usage, milestones, value, and health metrics; proactively intervening as needed
• Showing customers how MindTickle features are used as they explore new use cases post-onboarding
• Conducting business reviews of activity, outcomes, data insights, and value
• Keeping clients informed about product enhancements and advocating for their product needs as an internal champion.
• Recommending and selling add-on Professional Services as needed to improve the customer’s use of MindTickle
• Overseeing customer-driven product enhancements and interfacing with the client and MindTickle Product Management
• Keeping the MindTickle team (CSM, Sales, Professional Services, Tech Support) aligned to deliver exceptional customer experience

We would love to hear from you if you:

• 3+ years of experience in Customer Success or relevant customer-facing roles
• Ability to thrive in a dynamic, fast-paced environment where change is the only constant
• Experience forging relationships with senior-level stakeholders; understanding business goals, strategic plans, metrics, and challenges; collaborating on solutions
• Experience in managing multi-group or global accounts that have several internal/external stakeholders
• Highly analytical and experienced in working with data-driven dashboards and reports
• Skilled communicator with excellent writing and verbal communication skills
• Project management experience, including coordinating cross-team initiatives and ensuring timely, high-quality delivery of customer outcomes
• Experience with Professional Services and implementation, aligning service delivery, success metrics, and value realization for enterprise clients
• Proactive and consultative approach, skilled in discovery and whitespace analysis to identify expansion opportunities and deliver strategic recommendations

Preferred Qualifications:

• Previous SaaS experience
• Experience in the Sales Enablement Industry
• Adept in technical knowledge with the ability to understand the tech stack of customers, with experience in Salesforce and other customer-facing tools.

Our culture & accolades

As an organization, it’s our priority to create a highly engaging and rewarding workplace. We offer tons of awesome perks and many opportunities for growth.

Our culture reflects our employee's globally diverse backgrounds along with our commitment to our customers, and each other, and a passion for excellence. We live up to our values, DAB, Delight your customers, Act as a Founder, and Better Together.

Mindtickle is proud to be an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work - In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.