Customer Success Advocate
On-siteFort Wayne, Indiana, United States or Portage, Michigan, United States
Job Summary
Manage post-sale activities including initial onboarding, social strategy, and Quarterly Business Reviews to ensure successful solution delivery. Identify account growth opportunities, monitor usage data and health indicators, and translate them into success strategies. Collaborate cross-functionally with sales, marketing, engineering, and stakeholders to maximize customer value from Service Agreements, address business challenges, and adjust future entitlements. Act as the customer voice to advocate for needs, manage escalations, and define success metrics. Requires 3 years in B2B SaaS customer success with up to 25% travel.
Required Qualifications
- 3 years' experience in a customer success related role at a B2B SaaS company
- Bachelor's degree
- Proficient with Microsoft Office suite
- Highly organized and detail-oriented
- Ability to multi-task and shift priorities as needed
- Ability to work in fast-paced, continuously evolving, and at times ambiguous environment
- Experience working cross-functionally with solution consultants, sales, marketing, project managers, external vendors, and customers
- Experience with problem solving in a customer engagement environment
- Excellent verbal and written communication skills
- Ability to explain complex and technical topics in an easily understood manner
- Experience working with brand image and promoting value through customer experience
- Regularly required to sit, talk, and hear
- Must be able to sit for up to 8 hours per day
- Up to 25% travel
Desired Qualifications
- 3 years' experience as a Customer Success Manager
- Exposure to Industrial Manufacturing
- Experience with customer success platforms
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