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Customer Success Manager

Customer Success Manager

Position Type:           Full-time

Location:                    Concord, MA

 

Our nation relies on nonprofits to solve our most pressing social issues.  Join us as we equip the foot soldiers in this work – the CEOs and volunteer board members – as they build a better future. BoardOnTrack is a high growth SaaS start-up providing expertise, training, web-based tools and a membership community to non-profit boards nationwide. 

We are scaling up our customer success team. If you have strong technical, analytical and people skills and want to get in on the ground floor of a fast growing software company then we want to hear from you.

Responsibilities

On-boarding

  • Ensure smooth Sales/Customer Success transition
  • Provide training on core aspects of membership
  • Execute playbook to drive rapid time-to-value

Demonstrate Value

  • Help members discover/achieve desired outcomes
  • Drive adoption of core features/behaviors
  • Monitor account performance to prioritize touch-points
  • Strengthen loyalty across multiple stakeholders

Retention & Up-sell

  • Drive recurring revenue
  • Develop impactful annual reviews
  • Refine pitch & value proposition
  • Execute aggressive outreach campaigns

Process Optimization

  • Help shape/evolve customer success playbook
  • Improve and standardize customer-facing materials
  • Constantly tweak internal workflow & processes

Experience and Skills

  • 2-5 years of experience in customer-facing, account management environments
  • Extremely tech savvy 
  • Excellent communication and interpersonal skills
  • Patience, empathy, a good listener, ability to understand customer needs
  • Action-oriented, persistent, focused on results and analytical with strong project management skills
  • Outstanding oral and written communication, presentation and relationship-building skills

Personal Traits

  • Proven ability to work in a high-energy, fast pace tech start-up environment.
  • Energetic, hard-working, and enthusiastic team player.
  • A love of fast iteration, innovative thinking and intellectual curiosity a must.
  • You are extremely passionate about your work

 

 

 

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