Customer Success Manager

About Us

SPOTIO is a privately held SaaS company based in Dallas, Texas and leading field sales engagement platform. Thousands of sales professionals worldwide rely on SPOTIO to help them increase activity, grow their pipeline, and crush sales goals. We are ranked #1 on G2 reviews and we've been named one of Dallas-Fort Worth's Best Places to Work by the Dallas Business Journal in 2023 and four times overall.

Position Details

The primary purpose of the Customer Success Manager role at SPOTIO is to ensure customers are achieving their desired outcomes and helping them derive value from the platform. The Customer Success Manager's responsibilities include understanding customer pain points, providing them with the appropriate solutions, assisting with technical support and training, and guiding them in maximizing the software's utilization based on the customer's business needs. By focusing on customer satisfaction and education, contributing to customer retention and the continued usage of SPOTIO's services.

Customer Retention, Renewals & Expansion

• Maintain a 95% customer retention rate
• Proactively manage at-risk accounts to mitigate early-term and non-renewal churn.
• Churn should never be a surprise - leverage asking the Hard Questions regularly to keep correct status & sentiment for your account base
• Identify and understand key churn indicators, taking preemptive action when necessary.
• Execute internal renewal process
• Identify upsell/expansion opportunities
• Understand & manage key expansion indicators

Customer Satisfaction, Health and Relationship Management

• Manage appropriate cadence call expectations & executive business review (ERB) expectations
• Maintain a regular EBR schedule - attended by customer decision makers
• Manage and engage at risk customers
• Understand & manage key account health indicators
• Review core features for value drivers & non use
• Use adoption information for customer syncs
• Complete regular account health checks on customer base

Product Expertise and Training

• Customer Success team members are expected to be product experts
• Understand the product functionality and applicable customer use cases
• Lead Trainings for all customer role types as needed

Process Improvement

• Updating Catalyst to ensure our system of record is current
• Maintain task management and note keeping on all customer accounts & playbooks
• Maintain data integrity for Catalyst on all customer reporting fields
• Ensure processes that are in need of updating or creating are completed

Requirements

• 3+ years of experience in customer success, account management, or a related field
• Bachelor's degree in business administration, marketing, communication, or a related field.
• Excellent communication skills, both verbal and written, with the ability to articulate complex ideas clearly and concisely.
• Demonstrated ability to understand customer needs and develop creative solutions to address them.
• Strong analytical skills with experience in data analysis and interpretation.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.
• Live Dallas, Texas in order to commute to our office and commit to hybrid work on Tuesday and Wednesday

Preferred

• Proficiency in CRM software (e.g., Salesforce, Catalyst) and other comparable tools for managing customer relationships and analyzing data.
• Strong leadership skills with experience managing teams or leading cross-functional initiatives.
• Deep understanding of the field sales landscape, including competitors, market trends, and customer challenges.
• Certifications in customer success, project management, or related fields are a plus.

Benefits

• SPOTIO Benefits: Start Day 1
• Medical Insurance - SPOTIO pays 100% on the base plan
• Dental and Vision Insurance - SPOTIO pays 75% on the base plan
• 401K with 3% company match
• $750 Learning and Development Stipend per year
• 8 paid holidays + 3 weeks of PTO
• Voluntary benefits (pet insurance, legal, accident)
• 24/7 EAP - Free Professional Counseling Services
• WFH - Mon, Thur, Fri

SPOTIO Work Environment:

This position is hybrid. We work in the office twice a week on Tuesdays and Wednesdays.

SPOTIO Values:

• Solve For the Customer - know their goals, business, and how we help customers achieve a 10x ROI
• Play to Win - we lead the way to victory through ownership, urgency, and competitive mindset
• Make it Great - be the best version of yourself for your family, team, customer and company
• We Know Where We Stand - open, honest, and timely feedback with clear visibility to the metrics that matter
• Relationships Matter - collaborate with team members, customers, and partners to accelerate success

SPOTIO is firmly committed to the principle of equal employment opportunity. SPOTIO offers employment opportunities without regard to race, color, sex, age, religion, national origin, disability, U.S. military and or other prohibited bases of discrimination, both state and local. All aspects of the employment relationship (including recruiting, hiring, training, working conditions, compensation, promotion, discipline, and termination) are subject to this policy. Candidates must pass a pre-employment background check and drug screen.

**We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas**