Senior Client Success Manager
CloudFactory, United States

CloudFactory provides a tech-forward, professionally managed workforce solution with all the benefits of a trained internal team. Our teams are agile, scale fast, and process data with high accuracy on virtually any platform. CloudFactory is on a mission to change how work gets done. We're using technology to make it super easy and affordable for startups and fast-growing companies to automate and outsource routine back-office core data work and training datasets for machine learning.

We are looking for an experienced client success manager to be a trusted advisor for our mid-market and enterprise clients, applying relational and business consultancy skills to help them leverage CloudFactory as a competitive advantage to dominate their market. You will manage the overall post-sale business relationship with assigned accounts, overseeing the onboarding process and then driving satisfaction, retention, and growth throughout the client journey. You will be able to maintain a holistic understanding of client expectations and success measures and lead strategies to support those goals. You will take the lead on identifying and securing growth opportunities and working cross-functionally to ensure client’s desired outcomes are achieved. And you will advocate client needs and share wins and learnings cross-departmentally to help everyone learn to better serve our clients.

Key Responsibilities:

• Manage the entire post-sales business relationship with clients, overseeing the onboarding process and then driving satisfaction, retention, and growth throughout the client journey
• Develop trusted relationships with decision makers in each account to understand their goals and drive value; deliver regular executive business reviews for your customers
• Track account health and collaborate cross-functionally to identify growth opportunities, churn risks, and work proactively to deliver an excellent customer experience.
• Collaborate with the rest of the Customer Success team to develop industry leading processes and best practices for delivering success to clients.
• Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value, growth and retention.

Requirements

You love building relationships, and you can manage through ups and downs. You are committed to understanding your clients and delivering successful outcomes for all your clients. You have proven ability to drive continuous value through products or services. You thrive in a high-growth, dynamic, fast-paced entrepreneurial environment, which means things can change quickly (don’t say we didn’t warn you). You’re a great communicator. You know what to say, and what to leave out. You also have a high EQ (emotional intelligence). You’ll need to empathize with our customers and work cross-culturally with team members across the globe. You’re analytically inclined. You understand what data means and how to apply it to identify opportunities and solve problems.

Desired Experience:

• Bachelor’s degree (BA/BS)
• 7+ years of experience in a client facing role; specifically in client success, account management, and/or management consulting experience, ideally in SaaS or similar
• A customer-first attitude; strong passion for exceeding customer expectations
• Ability to work in a fast-paced environment while staying focused and flexible
• Demonstrated success in understanding a customer’s business and building senior-level relationships with customers
• Proficiency with Customer Relationship Management Systems Salesforce a plus
• Experience in sales, revenue retention, and upsell experience
• Excellent written and verbal communication skills.
• Agile, self-starter who can work independently and collaboratively; possesses a people-oriented, friendly can-do attitude.
• Ability to manage multiple priorities and tasks; proven strong organizational and project management skills in a fast-paced environment.
• Exceptional organizational, analytical, strategic and detail-oriented thinking skills.
• Excellent planning, organizational and prioritization skills

Key Locations: Bay area (SF), Chicago, and Denver

Benefits

• Competitive Compensation
• Work from Home. We are 100% distributed
• Community service opportunities
• Startup company culture
• A mission you can stand by!
• Room for growth! We prefer to promote from within than hire from without
• Medical, dental, and vision care
• Life, accident and disability insurance
• 401(k) retirement savings plan

About CloudFactory:

CloudFactory is a global leader in combining people and technology to provide workforce solutions for machine learning and busi

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