Customer Success Manager

About the Role

You should have a true entrepreneurial spirit, be open to frequent change, and have a passion for helping small business owners grow. As a start-up, you’ll play a key role in managing account relationships and building revenue through different features and aspects. Our company is revolutionizing how laundromat owners use the software and your goal should be to help guide them through their lifecycle with Cents.

As an Account Manager, you will be part of the customer success team for Cents users located across the U.S. Your job is to successfully ensure all of your accounts are transacting via the Cents POS platform and encourage laundromat owners on how they can leverage the platform to increase their revenue and streamline operations. You will have the tools, support, and resources to do whatever is necessary to place more orders through the Cents platform. You may also have the opportunity to work directly with other teams and features Cents offers in regard to hardware and product.

The ideal candidate has prior experience managing accounts in SaaS solutions and the confidence to have customer conversations related to upselling, cross-sell, or expanding. Additionally, you are tech-savvy and self-sufficient with a motivated and positive attitude. You must be relationship-oriented, collaborative, and yearning to constantly improve. You need to be comfortable educating clients on the value and benefits of our software and hardware tools while handling the occasional uncomfortable conversation.

Key Responsibilities

• Be a key player in the handoff from sales to onboarding as a customer’s champion
• Conduct lifecycle check-ins with operators and ensure the continued education of the product is completed
• Build revenue throughout your book of business through the implementation of new features and value propositions
• Build and maintain an opportunity pipeline. Upsell, cross-sell, expand, and retain as opportunities present themselves
• Funnel feedback from clients to the product team, and represent the voice of our clients during any product scope sessions
• Ad Hoc responsibilities as required

Requirements

• B.A, B.S. or equivalent degree preferred, but not required
• At least 6 months to 1 year of inside sales or account management experience
• Experience in SaaS is preferred, but not required
• Tech-savviness with an ability to conduct presentations virtually using Zoom and troubleshoot any complications that arise as a result
• Organizational skills, detail, and task-oriented
• Excellent written and verbal communication skills
• Self-starter & Team player mindset
• Ability to work effectively in a fast-paced environment