Customer Success Manager

Who you are

• Bachelor’s Degree in business or related field
• Three to five years of experience in B2B Account Management or Client Success experience (SaaS industry strongly preferred)
• Proven client success professional with strong ability to articulate vision, strategy, and plans. Experienced working within matrixed environments
• Experience with CRM platforms (i.e. Salesforce, HubSpot)
• Ability to work effectively with internal and external partners to resolve issues and manage escalations at both the business owner and executive levels
• Strong verbal and written communications skills. The ability to interact effectively at all levels of an organization and cross functionally; influence and advocate on behalf of the client
• Ability to anticipate change and proactively adjust priorities and strategies accordingly. Ability to work both in a team, and independently, to make the best decisions for our clients
• Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway

What the job involves

• The Client Success Manager (CSM) will be responsible for proactively engaging clients and serve as a trusted advisor to our clients, leading to retention and strong adoption of our products allowing Aspire to support clients in attaining their own objectives using our solutions while driving revenue growth
• The CSM will develop client relationships that promote retention and loyalty. This position takes a proactive approach to ensure the client is realizing value from the Aspire solution through solution adoption, expansion of services and making sure the client is satisfied
• Leverage deep business and industry knowledge to partner with clients to help increase sustainable proven value so they achieve their strategic goals and desired outcome through their interactions with Aspire
• Establish and improve relationships with clients through proactive and regular communication that monitors overall client 'health'. (i.e. business value reviews)
• Act as subject matter expert SME on the Aspire software staying current on product offerings and serving as point of contact for all needs (e.g. new products, upgrades/migrations, training materials, service programs)
• Serve as the account/relationship manager for approximately 50-100 clients
• Create success plans for clients that outline their critical success factors, metrics for success, potential issues, and provide recommendations
• Develop case studies, KPIs, and metrics related to products and solutions, client retention and churn, and department success
• Work cross functionally with internal teams including implementation, Training, Sales and Aspire Care teams to ensure clients are transitioned properly
• Develop a working knowledge of the performance of the accounts by monitoring client activity to identify any changes in performance that may indicate a service or other issue
• Provide feedback to the product team on new features and offerings that our key clients have identified
• Identify opportunities to sell additional services to clients and passing opportunities on to Sales
• Leverage client relationships as needed for prospect references

The application process

• We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams

Benefits

• Flexible time off
• Fully paid individual medical, dental, and vision coverage
• Access to on-demand services like Ginger, Headspace, One Medical, Galileo, Aaptiv, and more
• Tax free savings via HSA, FSA, and Dependent Care FSA
• 401(k) match
• Personal development programs
• Medical plan with up to $20,000 in fertility coverage
• Up to 30 weeks of paid leave for birthing parents and up to 16 for non-birthing parents
• Adoption support including reimbursement of up to $20,000
• Bereavement leave for loss of a pregnancy or loved one
• Access to programs for new parents including Maven Maternity, Ready, Set, Food! Wellthy, SNOO Smart Sleeper, and more