Customer Success Manager

3 weeks ago

Islamabad, Islamabad, Pakistan Edge Full time

At Edge, we're on a mission to create a world where geographic borders are no longer a barrier for people to obtain full-time employment and fair wages. That's why we've created a global HR Tech ecosystem platform that seamlessly connects exceptional talent from all over the world with businesses in North America that most need to fill positions. By making hiring globally easier than hiring locally, we provide businesses access to a broader talent pool and help them accelerate their hiring process. Spread across four continents, we're a global team disrupting the norms of how people can work together.

Edge Customer Success Managers take accountability for deeply understanding and improving the experience of their customers. They collaborate with other teams to ensure customer needs are met and expectations exceeded wherever possible. They're comfortable with using technology and reporting to get their jobs done effectively. Our CSMs don't mind striving for tough goals, and are able to grow their accounts through thoughtful outreach, a consultative approach, and a dose of enthusiasm. You'll do best here if you love helping others succeed - be it a teammate or a customer.

Core Responsibilities

Ownership of Your Book of Business:

  • Leverage your organizational skills and attention to detail to stay on top of both forecasting for customer risk and identifying and realizing growth opportunities. Manage 100+ customers.
  • Quickly learn and impact the metrics of the role and execute against those metrics and leading indicators.
  • Own your customer's experience from sales handoff through maturity/renewal. Strive to make each touchpoint an excellent experience.

Thoughtful Customer Engagements:

  • Tailor and deliver an effective onboarding experience for each of your new customers. Take accountability for understanding and addressing any concern before it becomes a risk.
  • Deeply understand what makes a healthy customer and what puts one at risk. Monitor customer health and create risk mitigation plans where appropriate.
  • Develop a plan for cyclical check-ins on all mature customers. Leverage conversations to develop adoption or growth opportunities, and address early signs of risk.
  • Act as the advocate for your customers within Edge. Connect internal resources to address needs of your customers (product, billing, service, etc.) and follow up to make sure it's completed.
  • Identify and drive new opportunities to grow Edge's presence within your existing customer base.
  • Engage with the tools to help you work smarter (not harder). Leverage automation and tech where possible. Be diligent about your customer data. Establish good habits to record events appropriately in support of other functions and company wide visibility.

Representing the Voice of Customer:

  • Establish relationships and leverage feedback channels to provide insight and support to product, marketing, sales and other functions. E.g. develop case studies with marketing; provide retro input to sales on poor fit vs. strong fit customers; bring customer insight to product roadmap reviews.
  • Collaborate with other Edge teams to eliminate causes of churn or poor satisfaction.
  • Develop and share best practices with team members to contribute to the continuous improvement of the team.
Experience and Qualifications
  • Prior experience with owning and maintaining a book of business; or managing complex projects. Be able to play a central role connecting many internal and external stakeholders in order to ensure actions are completed.
  • Curious and capable with metrics. Able to ask questions about data, and drive actions off of learnings.
  • Excellent communication skills. Able to speak to customers in a clear and concise way. Able to manage difficult stakeholders with a level-headed approach.
  • Demonstrated desire to learn about technology solutions. Both our platform and the tools we use to work more effectively. Prior experience with Salesforce, Gong and CSM specific platforms a plus.
  • Display motivation and enthusiasm to learn, and to engage with the team, customers, and new challenges.

Edge is proud to be an equal-opportunity employer. We are committed to fostering a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, veteran status, or any other legally protected basis.

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