Job Description
Job Title: Customer Success Manager
Reports to: Manager, Customer Success
About Keap
Keap is the leading Sales & Marketing Automation platform for serious small businesses. We are a purpose-driven, values-based company that loves helping small businesses grow and understands how hard it is to run a successful small business. Keap’s vision is to liberate and empower entrepreneurs by automating follow-up, so they can strengthen their families, communities and economies. With tens of thousands of customers and over a hundred thousand users, we are just scratching the surface of our vision.
The Role
Our Customer Success Managers are critical to maintaining the relationship with our customers … they serve in finding customized solutions that best fits the needs of each customer…
This is a flexible work model (remote Monday, Wednesday & Friday and in the office on Tuesday & Thursday).
All employees must be within a commutable distance of our corporate office in Chandler, AZ.
Keap’s corporate office is located at 1260 South Spectrum Blvd. Chandler AZ 85286.
The Work
Drive Customer Success by maintaining the department standards for customer usage
- Customer Retention (monthly cancel percent of 63% or lower or churn below 2.5%)
Expand AMRR of the existing customer base by managing revenue wisely and finding opportunities for growth. This includes standards of excellence regarding Credit/ Refunds and billing reductions.
Daily Execution Excellence
Increase customer retention through review and assessment of their business goals and monitor progress and offer recommendations based on results
- Ensure the highest customer satisfaction and return on their investment in our product while enhancing their experience
- Define business objectives for the customer and develop a strategic direction for success
Act as point-of-contact for customers, advocating for their interests and giving voice to their feedback
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
What you’ll need to have:
Proficient knowledge of Keap products and features
- Can speak to Lifecycle Marketing to increase adoption
- Can build collaborative relationships with customers
- Communicate clear written and verbal messages
- Assist in assessing risks, benefits, and considerations of alternatives
- Encourage a customer-focused mentality
- Can easily share project status updates at any given time
- Contribute positively to team dynamics
- Manage change within the immediate team and support larger change efforts
Identify barriers to effective collaboration and escalate issues if unable to resolve
Your experience should include...
2+ years of sales and marketing experience OR small business coaching experience
- Experience managing a large client load or book of business
- Ability to demonstrate strong business insights
- Experience working with small businesses or have a small business background
- Knowledge of CRM technologies and methodologies
- Project management experience a plus
Bachelor Degree preferred
Legal authorization to work in the U.S. is required. Keap will not sponsor new candidates for employment visas, now or in the future, for this job opening.
Any candidate who misrepresents their identity and/or skills may be subject to civil damages, penalties, and criminal prosecution.
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