ROLE:

As a Client Success Manager for our workshop services business, you will play a pivotal role in ensuring our workshop clients achieve the highest possible value from our services. In this role you are truly the “face” of the company to our workshop and book clients, as well as their main point of contact. 

You will be the primary point of contact for our clients, fostering strong relationships, understanding their needs, and ensuring their satisfaction and success. This role requires proactive communication and a customer-focused individual who can manage multiple client accounts, drive engagement, support all retention efforts and deliver exceptional client experiences.

That is why it is imperative the person in this role embodies our values - Sincere Candor, Competitive Greatness & Unimpeachable character. As a Customer Success Manager, you represent the company to all Acquisition.com workshop attendees and book customers - you have the opportunity to leave each person better than you found them.

You will provide white-glove service by working with various workshop customers to ensure they receive timely, comprehensive responses to inquiries and thoughtful solutions to improve upon any areas of potential dissatisfaction. This is a relational role, not transactional. We will empower and give you the tools and training to turn every customer experience into a positive one!

You will be expected to build relationships with our advanced level workshop clients, provide value throughout their lifecycle with the goal of renewing all assigned clients. At times, you will provide support to these customers with the goal of answering all questions about upcoming workshops and the business’s services in a way that drives excitement and a world class experience. To be a successful Customer Success Manager, one must excel at working directly with clients to provide comprehensive value during all life cycle states, problem solve, answer inquiries, think critically, communicate kindly with clients and teammates.

RESPONSIBILITIES:

• Expected to build relationships with all assigned, advanced-level workshop customers, ensuring the highest possible level of value and customer experience is delivered
  Responsible for retaining and renewals of all assigned customer book of business.
• Act as main point of contact for each customer throughout their entire lifecycle, including; post-purchase hand-off from sales to CS, leading up to their first workshop, and in between workshop events.
• Aids in facilitating a smooth onboarding process for upsold, advanced customers, ensuring they understand the value of our services and how to maximize their benefits before and after their workshop event(s).
• Responds to customer requests in a timely and comprehensive manner demonstrating excellence.
• Treat every customer with a “white-glove” service mentality embodying our core values in your responses, ensuring that all inquiries via phone, email or SMS are answered specifically to the concern of the individual customer so they leave feeling better than they did when they inquired.
• Serve as the voice of the customer within the company, advocating for their needs, review feedback data and ensuring their experience is communicated to relevant teams.
• Advise customers on how to best access workshop or book-related information or solve for pre-work related questions they may have.
• Responsible for quickly resolving customer complaints through internal or escalation processes to ensure highest possible satisfaction levels.
• Handle all customer communications or escalations via phone, email, and SMS with professionalism and kind candor.
• Work closely with your workshop sales, support, events, operations teammates to ensure attendee information is accurate and vetted for each workshop date.
• Leave every Acquisition.com customer with a positive experience to increase brand awareness and build a strong sense of community.
• Responsible for tracking communications per all Customer Success Department processes, ensuring all metrics, reporting are accurate and dynamically updated for leadership.
• Continuously seek ways to improve client success processes, contributing to the development of best practices and innovative solutions with the goal of always increasing the customer experience.
• Assist with ongoing creation and development of SOPs that support our Customer Experience objectives and ethos.
• Identify all customers eligible for upsell opportunities, working closely with Workshop Sales team to uphold high advancement rate.
• Identify and confirm customer testimonials, case studies and referral opportunities.
• Work closely with Workshop Support team to ensure tickets, escalations, requests, and communications are closed out in a timely fashion.

RESULTS:

• Establishes and maintains highest possible retention rate for all assigned customer types.
• Maintains >70%+ NPS score .
• Establishes and maintains an >80%+ CSAT score .
• Establishes and maintains monthly, quarterly meeting cadence with assigned customers prior to workshops or workshop renewal dates.
• Identifies customer ascension opportunities or upsell possibilities .
• Owns customer escalation process, acting as liaison for Workshop.
• Owns reports, dashboards for all assigned customer metrics.
• Customer communications are consistently friendly, enthusiastic and sincere.
• Ensures CS policies and procedures are followed and regularly iterated upon.
• CSM remains up to date on the service/products to demonstrate technical and strategic competence when handling support inquiries or questions.
• Create loyal brand advocates through WOW experiences and regular touch-points.

REQUIREMENTS:

• 3-5 years of professional experience in a previous SaaS or events-based Customer Success or account management role, or other front-facing luxury guest management experience.
• A genuine passion for helping clients achieve their goals and a customer-centric mindset.
• Strong customer orientation focus with the desire to go above and beyond to create the best customer experience.
• Able to self-direct and properly manage one’s time, strong sense of customer ownership, urgency and autonomy with one’s work.
• Experience in building and maintaining strong relationships with customers.
• Some sales experience or experience upselling clients with success.
• Excellent communication skills, both written and verbal. 
• Experience with CRM and ticketing systems such as Hubspot, SalesForce, ZenDesk, or HelpScout.
• Experienced in Microsoft word and Excel, or Google Docs and Sheets.
• Ability to analyze data and metrics to drive insights and make data-driven decision.
• Ability to learn quickly and execute at a high level with speed.
• Ability to collaborate effectively with internal teams and contribute to a positive team environment.
• Able to make autonomous decisions of how to handle customers based on position training, company moral/values and set guidelines.
• Able to handle difficult conversations regarding upset customers and de-escalate those situations.
• Able to multitask efficiently and without issues.
• Generally reachable and responsive to slack during working hours.

LOCATION:

• Remote
• 20-30% travel required to visit headquarters for client events. 

AVAILABILITY:

• Able to work Monday - Friday 8 AM-5 PM MST
• Must be flexible and able to work additional hours, weekends before workshop events and holidays if the situation warrants it.

COMPENSATION:

• $100,000 - $130,000 + bonus

BENEFITS:

• Medical benefits, vision, and dental 
• PTO Policy
• 401k