Customer Success Manager (CSM) - ATSER Systems
ATSER Systems is seeking a passionate and customer-centric in-office Customer Success Manager (CSM) to join our growing team!
About ATSER Systems:
ATSER Systems is a leading provider of cloud-based software solutions for large-scale bridge and road construction projects. Our suite of software modules, including document management, schedule management, cost management, and laboratory information management, helps construction companies streamline their workflows, improve collaboration, and achieve greater project success.
About the Role Customer Success Manager (CSM):
As a CSM, you will play a critical role in ensuring our customers achieve maximum value from the ATSER platform. You will be the primary point of contact for assigned accounts, responsible for building strong relationships, driving high customer satisfaction, and maximizing customer lifetime value.
Responsibilities:
Customer Success Manager (CSM) Customer Success & Satisfaction:
- Implement strategies to measure and maintain high customer satisfaction using tools like Net Promoter Score (NPS)
- Proactively identify and address customer needs and concerns, ensuring a positive customer experience and promoting customer advocacy
- Monitor customer engagement and proactively address any signs of disengagement
- Develop and implement customer success plans tailored to individual account needs
Product Adoption & Upselling:
- Collaborate with onboarding and support teams to ensure a smooth customer onboarding experience
- Work closely with customers to identify opportunities for upselling additional ATSER features and modules
- Conduct product training and workshops to maximize customer product knowledge and adoption
Customer Success Manager (CSM) Collaboration & Communication:
- Partner with the sales, support, development, and product teams to ensure a seamless customer experience
- Provide valuable customer feedback to product development to drive product roadmap and enhancements
- Communicate effectively with customers at all levels, building strong and lasting relationships
Job Type: Full-time
Pay: $50,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- customer success or account management role (SaaS preferred): 2 years (Required)
- understanding of SaaS customer success best practices: 3 years (Required)
- customer success tools like NPS platforms and CRMs: 2 years (Required)
Ability to Relocate:
- Houston, TX 77060: Relocate before starting work (Required)
Work Location: In person