Senior Customer Success Manager

Job Description

Job Description: Senior Customer Success Manager

Location: Remote

Overview:

At Quickbase, we believe exceptional employees are not only the key to our success, but also to our customers’ success. Our customer-centric approach is fundamental to our success, and we are looking for passionate and experienced Senior Customer Success Manager to join our team. In this role, you will be instrumental in driving customer value realization, adoption, retention, and expansion, ensuring that our customers derive the maximum value from our platform.

Position Overview: As a Senior Customer Success Manager (Sr. CSM) at Quickbase, you will take ownership of the customer journey from onboarding through to ongoing success and growth. You will build strong relationships with key customer stakeholders, understand their business objectives, and help them achieve those objectives by fully utilizing our SaaS solutions. Your ultimate goal will be to drive adoption, reduce churn, identify opportunities for expansion, and ensure customer satisfaction and long-term success.

Key Responsibilities:

1. Customer Onboarding & Adoption:
   • Create deep, value based relationship with customers to understand the outcome Quickbase needs to generate to be considered a success.
   • Lead the onboarding process for new customers, ensuring a smooth transition from sales to implementation.
   • Guide customers through product setup, configuration, and training, ensuring they understand how to leverage the full potential of the platform.
   • Create customized success plans that align with the customer’s specific business goals and objectives.
   • Facilitate training sessions, webinars, and product demonstrations to encourage rapid adoption.
2. Value Realization:
   • Work closely with customers to identify and track key performance indicators (KPIs) that demonstrate value from Quickbase solutions.
   • Proactively assess customer usage patterns and provide recommendations to optimize their experience, ensuring they achieve desired outcomes.
   • Monitor customer health and engage with stakeholders to ensure alignment with their goals, offering guidance and best practices along the way.
3. Customer Retention & Satisfaction:
   • Build strong, long-lasting relationships with customers by acting as their trusted advisor and ensuring they are achieving their business objectives.
   • Address customer concerns promptly and effectively, working to resolve any issues before they impact retention.
   • Regularly check in with customers, ensuring continued engagement and satisfaction, and identifying potential risks or areas for improvement.
   • Conduct periodic business reviews with customers to assess progress, address challenges, and set future goals.
4. Expansion & Growth:
   • Identify opportunities for upselling and cross-selling additional products or features based on customer needs and business growth.
   • Partner with the sales team to expand customer accounts, ensuring that additional products or services are aligned with customer goals.
   • Drive expansion initiatives, such as increasing product usage or adoption within different departments or teams within the customer organization.
5. Customer Advocacy & Feedback:
   • Serve as the voice of the customer within the organization, sharing customer feedback with product, marketing, and development teams to enhance the platform.
   • Advocate for customer needs, ensuring they are being addressed through product enhancements, feature updates, and improvements.
   • Build customer references and case studies that highlight customer success stories, promoting these internally and externally.

6. Collaboration & Cross-Functional Support:
   • Work closely with Sales, Product, and Support teams to ensure a unified customer experience and seamless communication across the organization.
   • Collaborate with Customer Experience teams to help shape customer success campaigns, educational content, and customer communications.
   • Provide feedback on customer needs and product gaps to guide future roadmap development.
7. Risk Management & Churn Prevention:
   • Proactively monitor customer health metrics to identify at-risk accounts and create risk mitigation plans.
   • Work with at-risk customers to understand their concerns and implement remediation strategies to prevent churn.
   • Utilize data and analytics to anticipate issues and ensure proactive engagement with customers.

Qualifications:

• Experience: Minimum of 5 years of experience in a customer-facing role, preferably in a SaaS or technology environment, with a focus on customer success, account management, or relationship management.
• Skills: Strong relationship-building, communication, and problem-solving skills, with the ability to engage C-level executives and other key stakeholders.
• Technical Proficiency: Solid understanding of SaaS products and a proven track record of helping customers adopt and leverage technology to achieve business goals.
• Customer-Centric Mindset: Deep commitment to ensuring customers succeed and derive value from their investment, with a passion for customer advocacy and satisfaction.
• Analytical Ability: Comfortable with data analysis, using customer success software, CRM tools (e.g., Salesforce, Gainsight), and KPIs to monitor account health and drive decisions.
• Adoption: Analyze product adoption; provide insight into how customers are using Quickbase, identify opportunities to improve their value of the platform, and set them on the path to success. 
• Expansion Focus: Experience identifying opportunities for account growth, including upselling and cross-selling.
• Project Management: Strong organizational and time management skills, with the ability to manage multiple customers and projects simultaneously.
• Education: Bachelor’s degree or equivalent experience; additional certifications in customer success are a plus.
• Travel: Flexibility for travel (approximately 10%) 

Bonus Qualifications: 

• Experience supporting SaaS or other complex IT projects within large enterprises or construction-industry accounts

• Business process, data modeling and workflow experience 

• Familiarity with Javascript, relational databases and APIs 

• Hands-on advanced knowledge of Quickbase 

• CAPM or PMP Certification 

Why Join Us:

• Opportunity to be a part of high-impact CS team in a growing SaaS company.
• Development and career growth opportunities in the technology sector.
• Competitive compensation and benefits package.