Customer Success Manager

Keap

Chandler, AZ, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/12/2021
  • Website: keap.com
  • Company Address: , Chandler, AZ

About Keap

Keap is on a mission to simplify growth for millions of small businesses. For 15 years, Keap has been helping small businesses get organized so they can deliver great service and close more business. Today the pioneer of CRM and marketing automation software for small business serves more than 200,000 users globally with its Infusionsoft and Keap products. Keap is headquartered in Chandler, Arizona.

Job Description

The Role

Our Customer Success Managers are critical to maintaining the relationship with our customers … they serve in finding customized solutions that best fits the needs of each customer…

The Work

  • Drive Customer Success by maintaining the department standards for customer health
  • Customer Retention (monthly cancel percent of 63% or lower or churn below 2.5%)
  • Expand AMRR of the existing customer base by managing revenue wisely and finding opportunity for growth. This includes standards of excellence regarding C&R and billing reductions. 

Daily Execution Excellence

  • Increase customer retention through review and assessment of their business goals and monitor progress and offer recommendations based on results
  • Ensure highest customer satisfaction and return on their investment in our product while enhancing their experience
  • Define business objectives for the customer and develop a strategic direction for success
  • Act as point-of-contact for customers, advocating for their interests and giving voice to their feedback

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

 What you’ll need to have/Competencies

  • Proficient knowledge of Keap products and features
  • Can speak to Lifecycle Marketing to increase adoption
  • Can build collaborative relationships with customers
  • Communicate clear written and verbal messages
  • Assist in assessing risk, benefits and considerations of alternatives
  • Encourage a customer-focused mentality
  • Can easily share project status updates at any given time
  • Contribute positively to team dynamics
  • Manage change within immediate team and support larger change efforts
  • Identify barriers to effective collaboration and escalate issues if unable to resolve 

Preferred Education and Experience

  • Ability to demonstrate strong business insights
  • Project management experience a plus
  • Experience working with small businesses or have a small business background
  • 2+ Years of sales and marketing experience OR small business coaching experience
  • Experience managing a large client load or book of business
  • Knowledge of CRM technologies and methodologies
  • Bachelor Degree preferred

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, between the hours of 7 a.m. to 6 p.m.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 

About Keap

In 2001, Keap (formerly Infusionsoft) pioneered the sales and marketing automation category for small business. Today, Keap is the #1 CRM platform in its category. We're 400+ strong and seeking talented and intelligent people to help us on our mission of helping grow small businesses worldwide.

This position is located at our Chandler, AZ office at 1260 South Spectrum Blvd. Chandler AZ 85286

At Keap, we celebrate diversity and inclusion for the benefit of our employees, our products, our community, and to help small businesses succeed. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, marital status or any legally protected status.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.