Customer Success Manager

US-WA-Vancouver
# of Openings
1
Category
Customer Success

Overview

DiscoverOrg is looking for an experienced, passionate, results oriented Customer Success Manager who will drive product adoption, deliver high levels of business value, and cultivate deep customer relationships with some of the world’s most iconic companies. This energetic leader will be responsible for all aspects of account management, adoption, customer success planning, renewals and expansion sales. You will develop and execute strategic account plans, deliver business reviews, and drive overall customer satisfaction of your customers.
 
In your role, you will begin as a Customer Development Representative, supporting a Customer Success Manager. This will allow you time to understand our product and how it adds value to our customers, while earning commission right away. Our ultimate goal is for you to move into the Customer Success Manager role within 2-6 months. 

Responsibilities

Here's what a typical day might look like as a Customer Success Manager: 

  • Expand DiscoverOrg sales in assigned customers by identifying and executing cross-sell/up-sell opportunities of product and services
  • Act as an extension of the customer, being a proactive advocate within DiscoverOrg and the customer to accomplish defined objectives
  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value
  • Proactively grow the breadth and depth of strategic relationships within assigned customers
  • Help customers calculate and monetize business value by driving quarterly reporting with customers; measuring business value, penetration, usage, and adoption
  • Closely manage and nurture accounts to identify and eliminate risk of attrition
  • Partner with internal DiscoverOrg stakeholders to align account activities with the customer’s business case and strategy
  • Establish trusted relationships with customers, sustaining relationships through the full life cycle of the subscription ensuring their success
  • Ensure customers are aware of and educated on new features and releases
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
  • Deliver periodic customer health-checks
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
  • Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of DiscoverOrg products and services

Qualifications

You're probably a great fit for this role if this sounds like you:

  • 2+ years of customer success, account management, or sales experience in SaaS or similar industry
  • Broad knowledge and experience in Sales and Marketing processes and systems
  • General knowledge of cloud architecture as well as IT landscape a plus
  • Excellent communication skills, including issue tracking, triaging and crisis management
  • Experience in any of the following a plus: Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards
  • Experience with Sales and Marketing technology such as Marketo, Salesforce, etc.
  • Ability to efficiently manage multiple customer projects simultaneously
  • Communicates with internal and external customers and all levels of management
  • Effectively communicate technical information to non-technical audiences
  • Delivers informative, well-organized presentations
  • Understands how to communicate difficult/sensitive information tactfully
  • Continually seeks opportunities to increase customer satisfaction and deepen client relationships
  • Manages client expectations effectively
  • Awesome sense of humor

Benefits

We offer an attractive benefits plan with health benefits that include medical, vision and dental coverage – HSA, FSA, 401(k) with employer match, paid time off and paid sick leave.

 

 

Why You Should Join DiscoverOrg:

DiscoverOrg is a great place for you to gain real-world experience with a hot, hyper-growth, cloud-based technology company. We made the Inc. Top 50 Best Places to Work for in America in 2017 and we are a seven-time winner of the Inc. 5000 Fastest Growing Companies award. We are based in the Portland, Oregon area (Vancouver, WA) and provide an industry-leading cloud-based sales and marketing intelligence platform that allows customers to more effective target and connect with the best prospects for their business. With a 50+% growth rate in 2016, we’re continuing to expand adding 200 jobs over the next 6-12 months. We also have a fantastic team that you’ll learn from. Our CEO is the EY Entrepreneur of the Year finalist. Our CFO has won the Glassdoor Best Companies to Work for in America award. We’re backed by TA Associates, a global, growth-focused private equity firm that owns over 70 companies, over half of which are in the tech industry.  Finally, we love what we do, and we do it with energy, passion, and curiosity combined with a culture of innovation. That’s why employees said on Glassdoor that we’re a “fun and exciting place” and that “DiscoverOrg is hands down the best place I have ever worked!”

 

DiscoverOrg’s Mission:

DiscoverOrg’s mission is to create a revolution in sales that transforms the global B2B economy. We empower sales reps by giving them the right information, the right technology, and the insight on the right time to contact prospects. By democratizing prospective customer information and making it available to companies of all sizes, we level the playing field so that competitive advantages are no longer based on relationships, insider information, and company size but instead going forward sustainable competitive advantage will be solely predicated on delivering the best products, ideas and value. Moreover, we accelerate global innovation by helping our customers grow revenue faster, reduce their customer acquisition costs, and ensuring that businesses have access to the best products and services that enable them to succeed.

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