Customer Success Manager

Employment Type

: Full-Time


: Non-Executive Management

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Customer Success ManagerAs a Customer Success Manager, you will build and nurture collaborative relationships with our clients to drive strong user adoption, customer satisfaction, and value. You will be the trusted adviser responsible for ensuring that new and existing clients derive value from our platform, and ultimately renew and grow their relationship with us. You will become a product expert, have a deep understanding of customer goals and use cases, and build strong relationships that help turn clients into advocates. With enthusiasm and clarity, you will coach and educate our clients on how to best leverage our product, troubleshoot questions related to the platform or underlying client data, and ensure that our clients are successful and delighted by their Leverton experience. You will also be responsible for driving the renewal process and identifying opportunities for growth for your clients. We are looking for CSMs who are passionate about customers and the ways in which they use technology to drive results.
If this sounds like a good fit, we'd love to hear from you! This is a full-time on-site position located at our office in Soho in New York, NY.
Responsibilities Assist pre-sales with pilots and data modelling activities (no experience required, we will teach you) Manage the entire post-sales process, from onboarding, training, adoption, support, renewal, and relationship building Ensure an exceptional experience for all customers and work to ensure product adoption and relationship growth Increase retention and revenue growth with regular check-in calls, QBRs, and top of class support Help provide coaching and training to improve adoption of Leverton Prioritize opportunities and provide the best customer experience Act as as the voice of the Customer by providing and synthesizing feedback for our product team Track, manage and drive resolution of escalations with client and internal resources Contribute to scalability of the Success team with documentation and process optimization Work with the rest of the Customer Success team to develop industry leading processes and best practices for delivering success to clients Partner with Sales to ensure renewal & expansion opportunities are identified & closed Partner with Product to ensure our users voices are heard
Qualifications Exceptional oral and written communication skills that show enthusiasm, energy, and poise Comfortable in a fast-paced environment that requires strong time-management skills A record of success and have experience working with enterprise-level accounts You are exceptionally organized, detail-oriented, and process driven, and can successfully manage multiple competing responsibilities at the same time Ability to work with technical and business teams to get things done You love technology and understand how it's best used. Wanting to learn more about AI is a plus! BA/BS required; 1-2 years of work experience minimum Not required, but nice to have: Knowledge of APIs, machine learning, SQL, data models, non-English languages, and legal/paralegal experience Authorization to work in the United States
Pluses Industry experience (SaaS or e-discovery) is a plus, but not required
Benefits Competitive salary 401k with company matching Health, dental, and vision Flexible Spending Accounts for health and dependent care expenses Paid parental leave and sick leave Seventeen paid vacation days plus ten bankable federal holidays Generous annual allocation for Learning & Development opportunities Job security as we are owned by private-equity backed, MRI Software, LLC, which has been around for 40+ years
Perks Work in NYC with the best AI software in the middle of bustling Silicon Alley Snacks and groceries available in office at all times Trips to our other offices like London and India Learn from colleagues who are experts in their fields Flat hierarchies, constant learning, and casual workplace Bond over team lunches and out-of-the-box events Attend our expansive user conference - Levertonia

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