Senior Customer Success Manager

Remote - Austin, Texas, United States

Full Time Senior-level / Expert
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ActivTrak

Empower teams with workforce analytics driven driven productivity insights. Collect and analyze user activity data to boost team productivity and ensure operational compliance.
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About ActivTrak:
ActivTrak is a cloud-based platform that provides productivity insights into how teams work, improving employee and customer experience, while also enabling better business outcomes. At ActivTrak, we recognize the powerful link between these two concepts and we're on a mission to understand it more every day. Alongside 9500+ paying customers, our team uses the platform internally to assess team and organizational performance, hone product features, develop best practices, streamline processes, invest in new innovations, and promote a culture of immediate feedback and transparency.

We are a fast-growing, agile company with a forward-thinking, inclusive culture. Our teams are encouraged to collaborate daily to solve challenges, create and champion new ideas, and execute initiatives that help global customers and their modern workforces succeed by working better together.

Requirements

What you will do:
As a Senior Customer Success Manager (CSM), you’ll be responsible for cultivating relationships and becoming a trusted advisor and strong advocate for your customers. You will play an integral role in your customer’s success with ActivTrak and work to bring value to every interaction. Our CSMs show extreme ownership and are excellent at collaborating with their internal, cross-functional team members to drive alignment and execution for our customers.

Responsibilities:

  • Own the relationship and ultimate success of a portfolio of key ActivTrak customers, including the initial onboarding and training through strategy development, product deployment and optimization and retention/growth
  • Develop a trusted advisor relationship with customers by understanding their business objectives and helping them to best leverage their workforce analytics solution to achieve desired outcomes
  • Deliver next- level results and service while continuously elevating the use of ActivTrak solutions and increased product adoption
  • Collaborate with other departments and senior management while serving as your customer’s internal advocate to improve the customer experience
  • Mitigate any potential risks within your portfolio of customers in a proactive and collaborate manner across the organization
  • Drive customer advocacy in the form of success stories, testimonials, references and referrals
  • Ultimately, show increased net revenue retention across your portfolio of customers

Your experience:

  • Proven experience working in a Customer Success, Account Management or similar customer-focused role (minimum experience of 5+ years)
  • Relevant domain experience including some combination of Human Resources, Workforce Management, Org Enablement or other people operations functions
  • Must be tech-savvy and be able to understand technical concepts around our product and our customer’s requirements, and align the two
  • Outstanding verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally
  • High levels of organization in your workflows – you understand what it means to be responsible for a customer portfolio and prioritize your time efficiently
  • A passion for partnership and collaboration! You’ll be working with multiple teams on a regular basis (Sales, Marketing, Support, Product, etc) to deliver outstanding experience and outcomes for customers

Benefits

Work environment:

  • Position is remote within US
  • Minimal travel
  • Limited physical demands

We have seven foundational values that are core to who we are and how we work:

  • Customer-focused: Our customers are the lifeblood of the business
  • Respectful: Treat everyone with respect, decency and kindness
  • Innovative: Be bold; experiment and learn/fail fast
  • Data-driven: Measure what matters most
  • Open and direct: Engage is open and direct dialogue across teams
  • Accountable: Be accountable to each other, our customers, our partners and yourself.
  • Execution-oriented: We value the spirit of debate, new ideas and fast decision-making

This is an incredible opportunity to embark on an exciting journey with a dynamic, VC-backed company. If you have a positive attitude towards urgency, risk, and challenges that comes with working in a startup environment, then you will be a great fit! To see the many faces of ActivTrak, visit https://activtrak.com/our-team/.

ActivTrak is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. ActivTrak does not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws. #LI-REMOTE

Job perks/benefits: Startup environment Transparency
Job region(s): North America
Job stats:  4  0  0
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