About Us:

CoachEm™ is on a mission to empower leaders with intelligent technology that develops the fullest potential of every employee and fuels company performance. We believe that a company’s scalability and long-term success can only be achieved when every manager is equipped with the right tools to evaluate, diagnose, and develop every team member. The CoachEm™ platform integrates with our customer’s CRM and proactively identifies patterns of great behavior, determines opportunities for improvement and serves up practical recommendations for managers that help their teams drive more deals, bigger deals, faster deals, and loyal customers.

Opportunity Details:

Job Type: Permanent – Full Time

Position: Mid-Level

Location: Remote (United States Only) or Hybrid On-site in our Putnam, CT Office

Compensation: Depends on Experience

Position Overview:

We’re looking for a founding Customer Success Manager (CSM) who thrives in a hands-on, fast-paced environment. As a key driver of our customer success initiatives, you’ll not only build and maintain meaningful relationships with customers but also own project timelines and implementation workflows. This hybrid role combines strategic CSM responsibilities with strong project management skills to deliver a seamless experience across the entire customer lifecycle. Ideal candidates are passionate about optimizing customer journeys through data-driven insights and have experience in the CRM, Sales Engagement, or Call Intelligence space.

Objectives of the Role:

• Lead the customer journey: Own all aspects of the customer lifecycle from onboarding and implementation to retention and satisfaction, ensuring seamless transitions through each phase.
• Be a trusted advisor: Establish and foster strong relationships with key stakeholders, positioning yourself as a strategic partner to drive continued value for CoachEm.
• Develop customer success strategies: Create and refine processes, success frameworks, and support resources that enhance customer experience and drive measurable outcomes.
• Bridge communication gaps: Serve as the primary point of contact between customers and cross-functional teams, ensuring feedback is shared, issues are resolved, and all parties are aligned.
• Track and analyze metrics: Maintain and report on customer success metrics, using insights to continuously refine processes and enhance customer engagement.

Job Duties:

• Primary Account Management: Act as the main point of contact for assigned customers, managing all communications to foster trust and loyalty.
• Project and Timeline Management: Oversee implementation timelines and customer project plans, coordinating resources to ensure timely delivery and high customer satisfaction.
• Team Collaboration: Facilitate smooth collaboration among internal teams, including implementation engineers and support, to ensure clients receive high-value deliverables.
• Product Feedback and Insights: Identify and document best practices, customer pain points, and areas for potential product enhancement.
• Customer Advocacy: Work closely with sales and marketing to boost customer referrals, capture success stories, and contribute to community-building efforts.

Qualifications:

• Must-Have:
  • 5+ years in a customer success role within a tech company, ideally within CRM, Sales Engagement, or Call Intelligence.
  • Start-up experience with a proven ability to adapt and thrive in dynamic, high-growth environments.
  • Strong communication, project management, and problem-solving skills with a meticulous eye for detail.
  • Ability to work cross-functionally, aligning various teams to meet shared goals and customer needs.
  • Analytical skills with a data-driven approach to customer success and project management.
• Preferred:
  • Bachelor’s degree in a relevant field.
  • Demonstrated experience hiring, training, and coaching team members.
  • Background in developing scalable processes and content to support customer success initiatives.
  • Experience with customer success platforms or equivalent tools.