Customer Success Manager II

| Austin

We are looking for exceptional Customer Success Managers to play a key role in ensuring the continued success of our rapidly growing customer base. In this role, you will be the key point of contact for our customers, developing and sustaining strategic relationships with a portfolio of top-tier enterprise customers, and responsible for driving success and adoption throughout all aspects of the customer's journey.

Our Customer Success team is founded on the core tenet that customers who are successful will sustain and expand their business with us over time. The key to achieving this success is effective adoption of our products across a customer's organization, technical success and aptitude, high impact results that align to a customer's business objectives, a strong support system and continuous strategic and relationship alignment.


Effective adoption:

  • Understand the customers' journey and maturity model for each solution and in the role of social media management
  • Build shared Success Plans and provide valuable insights, thoughtful recommendations and product expertise to our customers on a regular basis
  • Empower our customers to be internal ambassadors for our products and services and drive growth across the organization

Business value realization:

  • Understand and articulate the customer's executive priorities and defined initiatives where our products and services can have an impact
  • Quantify and describe the business value created by the customer's use of our products, at present and at full potential
  • Work with customers to identify specific metrics of success; track and communicate progress on an ongoing basis and during key moments in time (i.e. Quarterly Business Reviews)
  • Exercise strategic and creative problem solving to provide best practices, innovative solutions and drive end-user adoption
  • Build customer advocacy by providing our customers with a platform for showcasing their success (i.e. Webinar participation, Event speaking opportunities, case study participation, etc.) 
  • Drive customer relationships that build advocacy in the form of indirect revenue growth (i.e., sales references, industry analyst references, software reviews, NPS, etc.) 

Operational excellence:

  • Work as facilitator, strategist and guide to our products and services for an assigned portfolio of enterprise customers
  • Serve as the main point of contact, leading regular status calls, ongoing communications and strategic discussions tailored to an executive audience
  • Lead internal and external account planning; motivated by seeing customers grow
  • Present new opportunities, services opportunities and high-level roadmap vision to customers
  • Leverage technology and internal tools to identify potential risk and address escalations and issues as needed
  • Partner with internal teams to share customer feedback and ensure delivery of all commitments and projects


Requirements

  • 5+ years account management experience in customer-facing role; strategy development and SaaS experience preferred
  • Demonstrable knowledge of social media platforms in a business context
  • Passion and aptitude for technology and business transformation
  • Excellent presentation, written and verbal skills
  • Strong organizational, time-management and prioritization skills
  • Creative self-starter; originates and drives constant improvement
  • Keen analytical skills and ability to gauge and anticipate trends using data
  • Thrives in a fast-paced startup environment
  • Positive attitude and strong work ethic
  • Aptitude for developing and nurturing positive relationships
  • BA/BS degree preferred
  • 25-35% estimated travel


The Perks at Khoros

  • An incredible work environment – fun, casual, fast-paced environment
  • Health, dental, vision, disability, and 401K benefits
  • Flexible paid time off
  • Unlimited snacks and drinks
  • Fresh, healthy lunches catered four days a week
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    Technology we use

    • Engineering
      • JavaLanguages
      • JavascriptLanguages
      • HTMLLanguages
      • CSSLanguages
      • ReactLibraries
      • ReduxLibraries
      • MySQLDatabases
      • RedisDatabases

    Location

    7300 Ranch Road 2222 , Austin, TX 78730-3204

    An Insider's view of Khoros

    What are some social events your company does?

    Khoros Austin embodies cultural diversity through inclusivity and team engagement. Not only do we offer daily catered lunches and weekly bootcamp and yoga classes, but we organize unique monthly happy hour experiences, (mixology contests, candle making, mindfulness classes) quarterly volunteer opportunities and partnerships with local non-profits.

    Laura Whitefield

    ATX Senior Executive Assistant & Cultural Specialist

    How does the company support your career growth?

    After trying on quite a few different roles, I feel so fortunate to have found the perfect one for me. My managers have always been so helpful in making sure to elevate and help me prep for the right opportunities to provide value for the company and help me transition into a role that I love.

    Sidney Gomez

    Sales Engineer

    How has your career grown since starting at the company?

    I've had multiple opportunities to learn and grow at Khoros. I began as a Recruiter and was promoted to Recruiting Lead within a year. Having worked in recruiting a while, earlier this year, I was interested in a career shift and was supported through a transition into Sales Engineering. My career has grown exponentially since being at Khoros.

    Kristine Lim

    Associate Sales Engineer

    What are Khoros Perks + Benefits

    Culture
    Volunteer in local community
    Partners with Nonprofits
    Friends outside of work
    Eat lunch together
    Intracompany committees
    Daily stand up
    Open door policy
    Team owned deliverables
    Team based strategic planning
    Group brainstorming sessions
    Pair programming
    Open office floor plan
    Diversity
    Dedicated Diversity/Inclusion Staff
    Someone's primary function is managing the company’s diversity and inclusion initiatives
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Disability Insurance
    Dental Benefits
    Vision Benefits
    Health Insurance Benefits
    Life Insurance
    Pet Insurance
    Wellness Programs
    Onsite Gym
    Team workouts
    Acme Co.'s team fitness initiatives include In-office yoga, In-office fitness classes.
    Retirement & Stock Options Benefits
    401(K)
    401(K) Matching
    Performance Bonus
    Child Care & Parental Leave Benefits
    Generous Parental Leave
    Flexible Work Schedule
    Remote Work Program
    Family Medical Leave
    Return-to-work program post parental leave
    Vacation & Time Off Benefits
    Unlimited Vacation Policy
    Generous PTO
    Paid Volunteer Time
    Paid Holidays
    Paid Sick Days
    Perks & Discounts
    Beer on Tap
    Casual Dress
    Commuter Benefits
    Company Outings
    Free Daily Meals
    We provide free breakfast on Monday, Tuesday, Wednesday, Thursday, Friday. Employees get free lunch on Monday, Tuesday, Wednesday, Thursday.
    Stocked Kitchen
    Some Meals Provided
    Happy Hours
    Parking
    Relocation Assistance
    Fitness Subsidies
    Professional Development Benefits
    Job Training & Conferences
    Diversity Program
    Cross functional training encouraged
    Promote from within
    Online course subscriptions available
    Customized development tracks
    Paid industry certifications

    Additional Perks + Benefits

    We offer a great wellness perk of $50 a month that you can use for acupuncture, art and/or cooking classes, massages, ski or snowboarding passes/lessons, yoga and pet sitting services (...plus much more!). We've hosted healthy cooking classes alongside having healthy fruit and veggies delivered to the office. Oh, and cold brew, we have that too!

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