Customer Success Manager

As a Customer Success Manager (CSM) at Coactive, you will play a critical individual contributor role as the primary point of contact for our enterprise accounts, dedicated to ensuring their successful adoption, maturity, business value realization, and growth with our solutions. To that end, you will manage the internal orchestration of efforts required from solutions, product, support, and sales teams to advocate for customer needs and drive their success. Your main goal will be to be the company expert on the Coactive customer experience, providing support and guidance both internally and externally as customers navigate their journey with Coactive's solutions.

What you'll do:

• Serve as the primary point of contact for enterprise customers, fostering long-term relationships to guide them toward successful adoption and realization of business value with our solutions.
  Understand customers' unique needs and develop tailored strategies to facilitate their growth and maturity with our product offerings.
• Manage the internal orchestration of resources from solutions, product, support, and sales teams to ensure alignment with customer needs and objectives.
• Provide ongoing guidance to enhance customers' understanding and utilization of our solutions, supporting their journey toward maximizing product value.
• Advocate for customers by effectively coordinating support requests, resolving issues, and ensuring a seamless customer experience.
• Gather and analyze customer feedback to communicate insights for continuous product improvement and enhancement of customer success strategies.
• Maintain a deep understanding of our product offerings and industry trends, enabling you to serve customers effectively and provide relevant advice.
• Collaborate with sales teams to identify opportunities for renewals and upsells through successful product adoption and customer satisfaction.
• Occasionally travel to customer sites for meetings, presentations, and relationship-building activities as needed.
• Co-develop and continuously refine the customer success playbook for Coactive to align with evolving customer needs and company goals.

What we look for:

• 5+ years of relevant experience in a customer-facing role, including customer success management, account management, or client services, with a minimum of 2 years dedicated to supporting complex enterprise customers.
• Deep understanding of customer experience principles with the ability to clearly articulate the value proposition to clients.
• Exceptional communication and interpersonal skills that facilitate connections with both technical and non-technical stakeholders, including executive sponsors.
• Proven ability to manage multiple customer accounts and initiatives simultaneously while maintaining high service standards.
• Strong problem-solving capabilities and a strategic mindset focused on driving customer success.
• Technical Aptitude - While we will provide training on Coactive's solutions and technologies, our customers and products are inherently technical. A genuine interest and curiosity in learning about these concepts is essential.
• Collaborative Team Player - This role involves working closely with our key growth customers, requiring strong alignment with Sales, Professional Services, Tech Services, and the broader Coactive ecosystem.
• Flexibility to travel as required to meet customer needs.

What you can expect from us:

This is a hybrid position based in San Jose, California.

The estimated annual base salary for this position is between $133,000- $163,000.*

At Coactive, cash salary is only one part of our total compensation package. Other benefits for this position include, but are not limited to:

• Equity grants
• 100% medical, dental, & vision coverage for you
• Medical, dental, & vision partially covered for your dependents
• Unlimited PTO
• Social events ranging from book clubs, happy hours, and hiking to board game nights and games of Mario Kart.

Further, you can expect a supportive work environment from us. We build products, but we develop people.

We embrace and celebrate the diversity of our employees. We are committed to equal employment opportunity, regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

• Actual pay is dependent on an individual candidate's professional background, experience, skills and qualifications, as well as market demand and business demands. This pay range is subject to change and may be modified in the future. The salary, other compensation, and benefits information is accurate as of the date of this posting.

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