Client Success Manager

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Client Success Manager (CSM) is the primary relationship owner and account contact for an assigned subset of YourMembership clients. A CSM is responsible for establishing and maintaining a healthy relationship between YourMembership and assigned clients. Healthy relationships result in: Adoption: clients’ successful use of YourMembership to meet their organizational needs Retention: on-time subscription renewal with appropriate price increase Account expansion: adding YourMembership features and services + adding other Momentive Software products This is accomplished through: Discovering and understanding clients’ needs Creatively generating solutions for those needs through YourMembership and other Momentive products and services Skillfully communicating via videoconference, phone, and email Negotiating contract details to win deals DUTIES & RESPONSIBILITIES: Contribute to a positive team culture centered on serving clients Own and foster the relationship between YourMembership and assigned clients, serving as the primary account contact and escalation path Drive client retention (renewal) through proactive and responsive communication, creation and communication of solutions, and explanation and negotiation of contracts Drive client expansion through identification of needs, creation and communication of solutions, and explanation and negotiation of contracts Drive client satisfaction and success through proactive outreach, utilization and account reviews, and responding to client challenges, complaints, and survey responses Maintain accurately the status of each client's renewal opportunities, expansion opportunities, and overall health and sentiment using Salesforce and established processes Gather feedback from clients about their experience with YourMembership’s product, support, and services, and share that feedback with relevant team to contribute to improvement of the experience for all clients Complete continuous learning and maintain an expert-level knowledge of the product platform and industry best-practices Follow established processes for the client success team and provide input to improve those processes Collaborate with team members to meet other company objectives Qualifications At least 5 years of experience in areas related to Momentive’s business: client success, account management, sales, or services, especially in a SaaS context OR at least 5 years of experience in areas related to Momentive’s client base: associations, membership organizations, nonprofit organizations, especially in management Requirements Expert knowledge of the YourMembership product platform, or ability to gain it through training Ability to use client relationship management software; experience using Salesforce is a plus Ability to use or learn Microsoft Office tools: Outlook, Teams, Excel, PowerPoint, Word Demonstrated teamwork skills and ability to influence peers and leaders in a positive way Excellent verbal and written communication, organization, and follow up skills, including comfortability communicating with executives and other decision-makers Excellent judgement in decision-making, especially when balancing the needs of clients, team members, the company, and other stakeholders Proven ability to handle a high-volume of assigned clients, multiple tasks, and meet deadlines with minimal supervision Benefits Medical, Dental & Vision Benefits 401(k) Savings Plan & Company Match Flexible Planned Paid Time Off Generous Sick Leave Casual Environment Purpose-Driven Culture Work-Life Balance Passionate About Community Involvement Company Paid Parental Leave Company Paid Short Term Disability Remote Flexibility Apply To This Job