Customer Success Manager
Limble, United States
Job Description
Our guiding principle at Limble is Customer Service. We believe that we are a Customer Service company that happens to make the best software in the CMMS industry. If you are driven to delight customers and treat every fellow employee with that same level of excellence and care, then we want to talk to you.
If being serviceable isn't your thing, then don't apply. At Limble, we value our amazing culture over any skill that someone can offer. This is an amazing place to work and we are going to keep it like that.
You will be joining our fast-growing team responsible for delivering value to, and driving adoption across our customer base. On a day to day basis, the CSM manages Customer engagements and works in tight partnership with the Customer to do the following:
- Set strategic direction in Customer's use of Limble CMMS to address business challenges via a strategic approach to Customer Success and Limble CMMS best practices
- Facilitate setting outcomes and measurable objectives with the Customer
- Hold Customer and Limble CMMS accountable to delivering against goals and measurements of success
- Identify opportunities and risks within Customer’s organization, and present recommendations amp; solutions
- Facilitate conversations with Customers through a variety of tactics to ensure the Customer is on track to seeing maximal value from the Limble CMMS product
- Ownership for outcomes including risk management and mitigation, Customer's value realization, and Customer amp; Limble CMMS’s mutual success
What You'll Do
- Customer Consultation
- Work with new and existing Limble CMMS customers to provide additional training, education, and documentation to drive long term customer success with and adoption of Limble CMMS
- Growth and Expansion
- Manage contract renewals for the entire customer base
- Keep annual customer churn below 10%
- Drive expansion revenue via upsells and cross sells
- Solutioning
- Recommend best practice use case of Limble CMMS based on understanding of customer's business, use cases, and success criteria for getting value
- Outcome and Risk Management
- Remain up to date on Limble CMMS product features and developed use cases to drive customers to best practice standards
- Proactively escalate at-risk customers and ensure internal visibility by providing regular updates, status and next steps on a regular cadence through our communication channels.
- Collaboration
- Collaborate closely across departments to support the success of your customers
- Maintain a highly organized and accurate task list, visible to the CS team, management and other interested parties
About Limble:
We are a startup located near Thanksgiving Point. We are different from most startups because we are cash flow positive. That means that we don't depend on our investors, rather we survive and thrive from what our customers pay for our software.
This time last year we only had 4 full time employees. Right now we have 31 employees and 5 open positions! We need more great people to join our team.
We provide a Maintenance Management Software (CMMS). There are many competitors our there, but we are the best in our industry. So what sets us apart? Our software is easier to use and we care about the success of our customers. Our customers see us as a partner rather than just another vendor because we build a relationship of trust with them.
Feel free to check out our Customer Reviews!
Requirements
Required Skills - What We're Looking For
- Passion for customer success amp; excellence
- Experience working cross functionally within a customer facing organization to support a joint outcome
- Demonstrated ability to communicate effectively via oral amp; written formats; PowerPoint amp; Excel skills are a must
- Strong conflict resolution skills
- Thrive in a fast paced environment with the ability to prioritize and multitask on the fly
- Resourcefulness, creativity and strategic thinking for troubleshooting problems
- Self-motivated and self-directed
- Fast learner
- Ability to work in a dynamic environment in which the requirements are not always well defined and priorities change frequently
- Strong attention to detail
Additional Skills Nice to Have
- 4+ years of recent experience in a B2B Customer Success/Account Manager position
- 4+ years in SaaS industry
- Strong proficiency in Hubspot or other CRM, including but not limited to Gainsight, Client Success, etc.
- Background in working with equipment maintenance, machinery, or manufacturing
Benefits
Base Salary: $45-$58k/yr (depending on experience)
Commissions: You are paid commissions on the growth of yo