Job Details

Customer Success Manager (SOFTWARE COMPANY)

Washington, DC, United States
  • Employment Type: Direct Hire

Our client, a fast-growing e-discovery software company, is seeking a Customer Service Manager specifically working with their federal clients. This position will be based in their Washington, D.C. office. This role will require someone who can build and nurture collaborative relationships with the company’s federal clients to drive strong user adoption, customer satisfaction, and value. The Manager will be the trusted adviser responsible for ensuring that new and existing clients derive value from the platform and ultimately renew and grow their relationship with the company. This role will be managing the entire post-sales process including onboarding, training, adoption, support, renewal, and relationship building. The ideal candidate will possess exceptional oral and written communication skills that show enthusiasm, energy, and poise; will be comfortable in a fast-paced environment that requires strong time-management skills; and will have a record of success and experience working with enterprise-level accounts. Strong knowledge and experience with e-discovery technology a must. Send resumes to [email protected].

Responsibilities

  • Manages the entire post-sales process, including onboarding new Federal clients, leading user training, driving adoption, providing support, facilitating renewal, and building relationships
  • Ensures an exceptional experience for Federal customers
  • Works closely with Service Partners to reinforce product knowledge, provide training, and assist with product support
  • Tracks account health to identify churn risks and work proactively to eliminate those risks
  • Increases retention and revenue growth by communicating regularly with clients and providing world class service
  • Prioritizes opportunities and provide the best customer experience
  • Acts as the voice of the Customer by gathering and synthesizing feedback for the Product team
  • Contributes to scaling and growing Success organization by building documentation and working to optimize processes
  • Works with the rest of the Customer Success team to develop industry leading processes and best practices for delivering success to clients
  • Partners with Sales assist in the presale process and identify renewal & expansion opportunities postsale

Qualifications

  • A record of success working in the Federal space and with customers from Federal agencies
  • Exceptional oral and written communication skills that show enthusiasm, energy, and poise
  • Comfortable working in a fast-paced environment with a small team focused on Federal programs
  • Exceptionally organized, detail-oriented, process driven, and can successfully manage multiple competing responsibilities at the same time
  • Experience working with technical and business teams
  • Passion for technology and understanding how it's best used
  • BA/BS required
  • Authorization to work in the United States; please note that at this time, this client is not sponsoring visas for any positions

Pluses

  • Industry experience in SaaS or e-discovery

Interested in this job? Get in touch.

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