Customer Success Manager

Full-Time in United States – Remote OK – Mid Level – Customer Experience – $70k – $80k

About us:

Sortly helps organizations track and manage their physical assets with a simplified, intuitive, and visual mobile and web inventory management solution. Sortly’s solutions power thousands of small and medium businesses, music bands and sports teams as well as large global corporations and government entities to organize, automate and gather insights on their physical assets all in one place. Sortly is profitable and growing at a fast pace with distributed teams across four countries and primed to scale in this $20 Billion market. We are looking for a Sales Development Representative to join our growing team. This role is remote, anywhere in the US.

Who you are:

You are a Customer Success Manager (CSM) with a strong understanding of how to manage the customer experience for a SaaS product in the SMB and Mid-Market space. You are excited to develop success motions or processes and/or use data to improve customer motions and revenue outcomes. You thrive in fast-moving, growth-oriented business and look forward to growing in your role and taking on more responsibilities as the commercial motion scales. This is a key role in Sortly’s small but mighty sales & success organization.

What you will do:

Work closely with the Director of Sales Operations and the Account Executives to build a world-class customer success experience
Assist customers with setting up and navigating the software during their onboarding phase including uploading account information, recommending account configuration, and enabling SSO
Completing QBR calls with customers every 90 days

Expand customer accounts by adding seats to existing subscriptions
Working with the revenue team to manage renewals and complete renewal calls with customers
Holding off-boarding calls with customers who will churn

Establish clear client retention goals (based on renewal metrics)
Be the enterprise “voice of the customer” within Sortly and work x-functionally with the Product team regarding customer feedback and product improvements
Raise product issues & bugs by working quickly and collaboratively with the engineering team

Answer customer emails and schedule screen share calls in a timely manner
Promote product value through a strong customer experience
Future opportunities to train, manage, and support a growing Customer Success team

We are looking for someone with previous Customer Success experience, who can become a product expert to work with a wide range of company types and sizes. The key to being successful in this position is the ability to switch between competing priorities and ensure that customers achieve success at onboarding, expand their account size when possible, and renew their annual subscriptions.

We are looking for someone available between 9AM ET – 5PM ET, but we’re open to adjusting those hours a bit for the right individual.

Qualifications:

3+ years of Customer Success experience or a similar role that manages the customer lifecycle responsibilities for SaaS customers in the SMB and Mid-Market space, ideally in the $3-15k/yr ACV range

Demonstrated track record of retaining customers and expanding accounts
Experience collaborating with the sales team to lead to better long-term customer lifecycle outcomes
Use customer relationship management (CRM) software to manage customers

Stay up-to-date on market trends, competition, and industry developments
Experience developing success motions or processes and/or using data to improve customer motions
Excellent presentation and listening skills, organization, and contact management capabilities

A strong desire and willingness to drive our customer motion as our product and processes evolve with changing customer needs
Bonus points for working at companies with success motions and product-led growth funnels in the 50-150 headcount range
Comfortable operating in environments with a relatively low amount of structure, and willingness to contribute in structuring processes and tools to drive the desired results