customer success manager Remote
Job description
Remote Type
The Focused Client Success Manager is assigned to a list of Onspring’s largest clients to provide them with exceptional support. They are responsible for studying their clients’ businesses, meeting with key stakeholders, make individual connections, and identify opportunities to support their administrators and end users through further use of our platform and products.
Responsibilities:
- Facilitate transition from New Business Sales team to Client Success for a successful onboarding of clients.
- Coordinate closely with Key Accounts and Renewals teams to partner in serving and supporting client list.
- Leverage creative methods to strengthen relationships with technical and end user stakeholders at accounts.
- Create and monitor success plans for clients, defining current pain points, goals and desired outcomes, milestones, and potential roadblocks.
- Monitor and report on baseline client health metrics, including (but not limited to):
- Gross Revenue Retention (GRR) rate and Net Revenue Retention (NRR) rate
- Platform/product adoption and usage
- Training and Community engagement
- Satisfaction and net promoter score (NPS)
- Strength of client champion relationships
- Growth opportunities
- Track risks associated with client relationships, including causes, severity, and affected ARR. Partner with colleagues in Sales, Services, and Product to remediate risks, serving as a guide for CSMs and an advocate for clients.
- Work with Sales, Marketing, and Services leaders to identify and nurture client advocates, presenting opportunities to share their Onspring experience publicly or via 1:1 referral.
- Continuously develop Onspring product knowledge through training participation, client engagement, and hands-on experience.
Desired Skills and Experience:
- 5+ years in a Customer Facing role (previous experience in software/technology preferred)
- Ability to create and strengthen relationships and build rapport.
- Ability to plan and lead meetings with groups of stakeholders.
- Superb organizational and listening skills.
- Strong written and verbal communication skills
Personal Attributes and Values:
- Fits with a hard-working, innovative, quality-driven, and client-focused culture
- Articulate, with a proven ability to communicate effectively with colleagues and clients.
- Organized, action-oriented and consistent with follow-through.
- High energy, sense of urgency, passionate, committed, engaged.
- Creative thinker and high aptitude for solving problems.
Work Location: Flexible. On-site, hybrid and fully remote options available
About Onspring:
Onspring was founded in 2010 with a simple idea: To empower businesspeople to innovate and solve problems for themselves. Fast forward to today, and we've become a leading Governance Risk & Compliance (GRC) SaaS platform used by the largest and most forward-thinking companies in the world. Our people-powered no-code platform offers ready-made products aligning to key GRC programs to automate workflows, collaboration, and reporting.
At Onspring, we maintain a dynamic, flexible, and lively workplace. We encourage our team members to share ideas, challenge conventional wisdom, and have fun along the way.
At Onspring, all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
