Proven experience as a client success manager or similar role.
Project Management Professional certification or equivalent experience is preferred.
Excellent written and verbal communication skills with ability to lead briefings and conversations with various levels of customers.
Working knowledge of office tools including MS Project, PowerPoint, Excel and Word.
Proficient aptitude for technical and SME support services as they relate to cybersecurity and IT solutions.
Proficiency with information security, network optimization and data management tools is a plus.
Experience supporting federal mandates and goals such as the Zero Trust Maturity Model is preferred.
Responsibilities
Manage and lead stakeholder communications related to existing or prospective technology projects.
Conduct weekly and monthly business reviews that include status, insights, and opportunities for growth.
Develop comprehensive project plans to be shared with clients and other staff members.
Support and coordinate activities and develop content for re-compete and organic growth opportunities.
Analyze budgetary and financial objectives against project requirements and constraints.
Remove roadblocks and resolve customer problems, concerns, and complaints.
Promote value of the Merlin brand and client success team through customer experience.
Benefits
Access to an on-site gym and wellness package including medical, dental, and vision insurance.
Options for Flexible Spending Accounts (FSA) and Employee Assistance Program (EAP).
401(k) with employer match.
Unlimited Paid Time Off (PTO).
Dynamic and collegial work environment with multiple workplace options.
Full Job Description
The Opportunity
We are looking for a proactive and customer-centric Customer Success Manager with at least two years of experience to join our team. In this role, you will be responsible for ensuring the long-term success and satisfaction of our customers by building strong relationships, understanding their needs, and driving value through the effective use of our products and services. The ideal candidate will have excellent communication skills, a passion for customer success, and the ability to work cross-functionally to deliver an exceptional customer experience.
Primary Duties & Responsibilities
Relationship Management: Build and maintain strong relationships with customers, acting as their trusted advisor and point of contact for all their needs.
Customer Retention: Proactively monitor customer health and engagement, identifying and addressing potential issues to ensure high retention and satisfaction rates.
Customer Advocacy: Act as the voice of the customer within the organization, providing feedback to product, sales, and support teams to improve customer experience and drive product enhancements.
Value Realization: Help customers achieve their desired outcomes by understanding their business objectives and providing tailored guidance on best practices and product usage.
Reporting and Analytics: Track and report on customer success metrics, including adoption, usage, satisfaction, and retention rates.
Process Improvement: Continuously improve customer success processes and workflows to deliver a seamless and efficient customer experience.
Qualifications
Experience: Minimum of 2 years of experience in a customer success, account management, or customer support role, preferably in a SaaS or technology environment.
Education: Bachelor's degree in Business, Marketing, Communication, or a related field is preferred.
Customer-Focused: Demonstrated ability to build strong relationships with customers and deliver exceptional customer service
Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information clearly and effectively.
Problem-Solving: Strong problem-solving skills with a proactive approach to addressing customer needs and challenges.
Tech Savvy: Comfortable using CRM software (e.g., Salesforce, HubSpot) and other customer success tools (e.g., Gainsight, ChurnZero) to manage and analyze customer data.
Organizational Skills: Strong organizational skills with the ability to manage multiple accounts and priorities in a fast-paced environment.
Team Player: Ability to work collaboratively across teams and departments to achieve customer success goals.
Success Attributes
Commitment to personal and professional integrity and respect for others.
Roll-up-your-sleeves attitude and low-ego approach.
Commitment to teamwork and professional relationship development.
Passion for lifelong learning, growth, and development.
Flexible and nimble; comfortable with ambiguity and rapid change.
Strong communication and functional project management skills.
Desire to innovate, try new things, and creatively explore novel solutions to business challenges.
Professional and respectful approach to the diversity of thought, action, identity, and attributes.
Benefits & Perks
We want to empower and inspire employees to be and do their best. Our workdays are dynamic, collegial, and fun. Our office features multiple places to work unconstrained by typical office barriers. Our wellness package provides access to an on-site gym and includes medical, dental, and vision insurance along with options for FSA and EAP. We offer 401(k) with employer match, unlimited PTO, and a culture respectful of the reality that not everything in one's personal life is guaranteed to happen only after hours.
