Customer Success Manager, Scaled ProgramsActivTrak • Austin, Texas, United States
Customer Success Manager, Scaled Programs
ActivTrak
- Austin, Texas, United States
- Austin, Texas, United States
À propos
Key Responsibilities
Assist in onboarding new customers onto our platform, guiding them through the setup process, training, and ensuring a smooth transition as it relates to their use case
Support customers across diverse markets, including LATAM regions, delivering exceptional service through multilingual communication when needed
Identify & develop customer archetypes based on business objectives, challenges, and KPIs
Provide ongoing training, support, and guidance to customers, empowering them to maximize the value of ActivTrak
Partner in the development and execution of tailored journeys/plans for customer segments – outlining clear objectives, milestones, and success criteria
Monitor customer usage and engagement metrics, identifying opportunities for optimization and improvement against those success criteria
Proactively identify risks and potential issues, implementing mitigation strategies to ensure customer satisfaction and retention
Conduct business reviews and present insights to customer groups to drive value
Develop and implement data‑driven renewal and expansion strategies for customer segments
Act as a voice of the scaled/VSB customer within the organization, advocating for product enhancements and feature requests based on customer feedback
Collaborate with cross‑functional teams, including Sales, Product Marketing, Lifecycle Marketing, RevOps, BI, and Customer Education to ensure alignment on customer needs and priorities
1‑2 yrs of Customer Success experience, preferably with a large, scaled book of business
Experience with Customer Success Platforms (ChurnZero, Gainsight)
Proficiency with Salesforce. Experience using PowerBI is a plus
Proficiency in conversational Spanish is a plus, enabling effective support for Spanish‑speaking customers
Highly organized and self‑directed with the ability to juggle multiple priorities concurrently
Ability to communicate effectively across written and verbal channels, tailoring messages for different audiences and segments
Demonstrate critical thinking and creative problem‑solving for segment challenges
Track record of driving measurable improvements in retention, adoption, or expansion metrics
A clear understanding of customer outreach methodology and effective management of “tech touch” customer engagement to drive positive customer retention outcomes
Understanding of SaaS business models, customer lifecycle management, and retention metrics
Comfortable working autonomously while knowing when to escal ate and collaborate
Work environment
Competitive compensation and benefits
Position is remote within US
Minimal travel
Limited physical demands
This is an incredible opportunity to embark on an exciting journey with a dynamic, VC‑backed company. If you have a proven track record of creative thinking, a drive for learning, and a deep commitment to collaboration, we want to talk to you!
ActivTrak is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. ActivTrak does not discriminate on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.
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Compétences linguistiques
- English
Avis aux utilisateurs
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