Senior Customer Success Manager
Job Summary
Job Description
Findhelp is seeking a Senior Customer Success Manager to join their mission-driven organization that aims to change the way people connect to social care. The role involves building lasting customer relationships, onboarding new clients, and growing customer accounts and impact. Responsibilities include proactively engaging clients to drive product adoption, managing client communications, tracking usage metrics, creating executive business reviews, resolving technical issues, managing escalations, and training customer staff. The ideal candidate will have a strong desire to make a positive impact, a BS/BA degree or equivalent, and 7+ years of experience in account management or customer success, with a focus on large enterprise accounts. Experience with SaaS applications and excellent communication, problem-solving, and negotiation skills are essential.
Must have:
- Proactively engage clients for product adoption
- Develop and maintain key customer relationships
- Manage client and project communications
- Track customer usage metrics
- Create and deliver Executive Business Reviews
- Take ownership of technical issues
- Manage escalations and expectations
- Own the entire onboarding process
- Facilitate smooth sales to service handover
- Manage rollout scope and timeline
- Train customer staff on findhelp tools
- Create marketing support materials
- Advocate for customer success and renewals
- Drive customer usage and feature adoption
- Collaborate with Customer Success team
- Advocate for customer needs internally
- 7+ years in account management/customer success
- Experience with technology and SaaS
- Customer-focused, enthusiastic, positive
- Ability to prioritize and perform under pressure
- Skilled in problem-solving and negotiation
- Superior communication skills (verbal, written, presentation)
- Ability to travel to customer locations
Good to have:
- Interest in organizational innovation
- Interest in social enterprise
- Interest in community organizations
- Interest in governmental groups
Perks:
- 401k & Stock options
- Free food and onsite gym at Austin HQ
- Paid parental leave
- Competitive PTO & 10 paid holidays
- Employee-only paid Health, Dental, and Vision insurance
- Dog-friendly office in Austin HQ
- 24/7 access to telemedicine and counseling
- Book Purchasing Program
- Culture Committee
- Leadership Development Training
- Paid Volunteering Time
7 skills required
Job Details
We’re changing the way people connect to social care.
At Findhelp, we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way. Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers.
Findhelp is headquartered in Austin, Texas and has been enabling healthcare, government, education, and other organizations to connect people with the social care resources that serve them, with privacy and security, since 2010.
As a mission driven organization, we are focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Powered by our proprietary technology that enables people to find the resources available in their area, we have helped millions of Seekers find food, health, housing and employment programs.
Your role will center around building lasting customer relationships, onboarding new customers, and growing customer accounts, our impact, and our company.
Responsibilities and Duties:
- Proactively engage clients to drive product adoption and optimal product experiences
- Develop & maintain relationships with key customer champions including Executive Sponsor, Project Manager and Technical Lead, to name a few
- Manage client and project communications- be a leader driving the project plan and sharing best practices of how your customers can mobilize findhelp’s functionality
- Track customer usage metrics and respond to any customer deployment or product issues
- Create and deliver Executive Business Reviews on a quarterly cadence
- Take ownership of technical issues, responding in a timely manner, and working with cross-functional teams to document problem resolution steps
- Manage escalations and expectations for both the client and internal personnel
- Take ownership of the entire onboarding process for each client
- Facilitate a smooth hand-over from sales to service
- Create and manage the scope and timeline of rollout, alongside customer expectations
- Train customer’s staff and relevant partners on how to use findhelp’s suite of tools
- Create and share materials to support internal and external marketing
- Advocate for the customer, champion their success, drive renewals and expansions
- Drive usage throughout customer organizations including growing usage across teams, departments as well as the adoption of product features to achieve the customer’s goals
- Collaborating with the Customer Success team to build a thriving department and foster the overall success of findhelp and the people we serve
- Advocating for the ongoing needs and goals of the customer internally - gathering feedback from customers and understanding both how to meet them where they are and also how to help get them where they want to go
Qualifications:
- Possess a strong desire to use your job and mind to make the world a better place for people in need
- BS/BA degree or equivalent
- 7+ years experience in account management, customer success, project management, with a significant experience managing large enterprise accounts
- Experience with technology and able to learn new technologies quickly; direct experience with SaaS application support requirements
- Customer-focused, enthusiastic, positive, and service-oriented
- Interest in organizational innovation, social enterprise, community organizations, and governmental groups
- Ability to prioritize, multi-task, and perform effectively under pressure
- Skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner
- Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization including the C-suite
- Ability to travel to some customer locations
$100,000 - $142,000 a year
The compensation for this position will be based on a candidate’s job-related skills, experience, education or training, and location.
We value being together
We believe being together enables stronger relationships, collaboration, and culture.
This position is in office and candidates must be located in Austin, Texas, Madison, Wisconsin, or Denver, Colorado
Perks at Findhelp
•401k & Stock options
•Free food and onsite gym at our Austin HQ
•Paid parental leave
•Competitive PTO & 10 paid holidays
•Employe only paid Health, Dental, and Vision insurance
•Dog-friendly office in Austin HQ
•24/7 access to telemedicine and counseling
•Book Purchasing Program
We’re building a diverse, inclusive team
You’re welcome here. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws. Accommodations are available for applicants with disabilities.
Here are some of the ways we support our staff:
•Culture Committee
•Leadership Development Training
•Paid Volunteering Time
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