As a Customer Success Specialist, you will be owning the success of Fonteva’s mid-size and small business customers. You will be responsible for managing the end-to-end customer journey for a large portfolio of Togetherwork customers. You will maintain strong client relationships, increase customer loyalty, ensure product adoption, reduce churn, and serve as a strategic partner with sales to create customer growth opportunities. The CSM is passionate about working with customers, an effective multi-tasker, exercises sound business judgment and is a trusted adviser who helps customers achieve their goals. You will leverage cross-functional teams to remove roadblocks and solve strategic and tactical issues impacting customers’ health. The ideal candidate will have a unique ability to communicate a variety of messages to varying audiences (executives, program leads, etc.), can build relationships effortlessly, and will passionately champion Fonteva and its products. The result is increased customer satisfaction, value, retention, and expansion of the Fonteva footprint.

Responsibilities 

  • You will own the end-to-end customer journey and customers’ success for a portfolio of mid-size and small business customers
  • Successfully manage client expectations while balancing Togetherwork overall business objectives
  • Proactively engage with customers to assess, clarify, validate and design plans to meet and exceed customers’ needs and goals
  • Become an expert on Fonteva’s products, customer use cases, and target market to effectively communicate product value with customers
  • Serve as an escalation point for customers and be a liaison between Product Management, Support, and the customer for issues impacting their success
  • Proactively manage each customer’s business needs and environments – actively seek opportunities to up-sell, cross-sell, and generate referrals
  • Identify and develop new opportunities for expansion across the customer’s business and collaborate with the sales team to ensure subscription growth and increased solution footprint
  • Track customer metrics and maintain customer health scorecards with clear action plans
  • Reduce customer churn and escalate critical customer needs to senior management
  • Develop success stories and secure customer references
  • Be a champion for Togetherwork and its products
  • Travel required for client sites – approximately 25% or less

Requirements 

  • At least 1-2 years of experience in the technology industry (SaaS environment required) in Customer Success, Account Management, Consulting, or Engagement Management
  • Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value; a natural, credible evangelist who is experienced in translating that passion into business impact for customers
  • Exceptional verbal and written communication to effectively communicate with Sr. IT, Program Managers, VP/C-level executives as well as front line users
  • 1 years of Salesforce, Microsoft Dynamics, or similar CRM experience
  • Self-starter and ability to thrive in a fast-paced start-up environment
  • Strong prioritization, organization and project management skills
  • Analytical and detail-oriented with strong presentation skills
  • Strong interest in technology and ability to simplify complex concepts

Excited about this role but don’t meet every single requirement?  Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification.  At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.  You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

  • Medical, dental, and vision insurance options 
  • 100% Employer paid short/long term disability
  • Basic Life 
  • 401(k) option with 100% company match 
  • Flexible paid personal/vacation time built on mutual trust and accountability
  • 10 sick days annually 
  • 10 company paid holidays
  • 6 weeks paid parental leave

Salary Range

US Remote: $55,000 – $65,000 USD per year 

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.