Customer Success Manager

ESG delivers Customer Success as a Service® (CSaaS), enabling technology companies to build, operationalize, and transform their CS organizations. We help our client companies improve Customer Success metrics and accomplish their ultimate goal of reduced churn and increased retention. Our services combine consultation, process development, people, and automation to increase the capabilities of Customer Success organizations.

We value hard work, self-motivation, and outcomes alongside creativity, flexibility, and heart. We collaborate and communicate with coworkers and customers alike with a spirit of transparency, partnership, and mutual respect. Our leaders are committed to supporting and empowering employees to succeed and excel, as we all work together to build something meaningful.

Customer Success Manager owns end-to-end customer success by serving as the primary liaison between the client and clients’ customers, ensuring customer adoption, satisfaction, retention, and growth through deep understanding of customer needs, proactive relationship management, and data-driven insights. Drives onboarding, education, issue resolution, and lifecycle continuity while identifying expansion opportunities and building long-term strategic partnerships.

• Ensure our Client’s key business outcomes are met.
• Responsible for obtaining a clear understanding of our Client’s products, processes, and culture to provide exemplary customer experiences.
• Act as key contact between our Client and ESG.
• Understand the customers’ business needs and workflows, align their specific needs with the software and lead them through all phases of the customer journey.
• Coach customers to be solution experts and help to implement education strategies to train their teams throughout the customer life cycle.
• Work and communicate with internal and external stakeholders to ensure project and/or account status is visible.
• Provide continuity for customers through key transition points from sales to implementation to customer success.
• Identify areas of selling opportunity within the customer base.
• Facilitate sustainable retention and revenue growth through data insights and customer relationships.
• Work with our Client to support and consult on Customer Lifecycle mapping across the customer base.
• Own escalation of client issues, coordinate key resources, and manage until resolution.
• Building rapport and develop trust within customer accounts.
• Building customer success plans with a goal of creating a long‑term partnership.
• Familiar leveraging customer sentiment such as NPS (Net Promoter) or CSAT (Customer Satisfaction) scoring methodology within customer accounts.
• Gathering information to determine the health of a customer relationship.
• Identifying 'at risk' customers and develop risk mitigation plans for those accounts.

• Experience in Customer Success, Account Management, Services/Consulting or equivalent history of increasing customer satisfaction, adoption, retention and upsell for technology product(s)
• Knowledge of and ability to execute and manipulate pivot tables in excel
• Familiarity with Workflow Rules
• Experience in generating training materials and copy
• Bachelor’s degree or equivalent work experience
• Desire to work closely with clients and execute both strategically and tactically to help them achieve success
• Experience with Microsoft Suite (Office, Word, Excel, and Power Point), and CRM’s ( or similar platform)
• Comfortable with presentations, facilitating training, and organizing and facilitating meetings.
• Experience working with Stakeholders in Director or higher leadership positions.
• Proven experience with nurturing client relationships and complex problem solving.
• Inside and/or Outside sales experience.
• Ability to discuss, document, design, and implement business strategy
• Outstanding written and verbal communication skills
• A track record of taking ownership and delivering successful solutions to customers
• Ability to effectively collaborate with a variety of audiences

Salary Range depending on experience: $60,000 - $80,000

ESG offers an exciting remote work environment that is continually evolving, with competitive salaries, and a comprehensive benefits package. ESG is an Equal Opportunity Employer. ESG’s employment decisions are made without regard with race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status.