Customer Success Manager (CSM)

About TMA Performance

TMA Performanceis a leading provider of employee experience software, dedicated to helping organizations improve their workplace culturethrough measuringemployee engagementand offering employee awareness of their talents and capabilities. Our innovative platform, Spectiv,providesactionable insights through employee feedback. We are passionate about transforming workplaces and making a positive impact on employee engagement and company performance.

Position Overview

We areseekingan enthusiastic and dedicated Customer Success Manager (CSM) to join our team. In this role, you willbe responsible forensuring our customers achieve their desired outcomes byutilizingour products and services. You will work closely with customers to build strong relationships, understand their needs, and provide exceptional support and guidance.

Key Responsibilities

• Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and successful implementation of our solutions.

• Relationship Building: Develop andmaintainstrong, long-term relationships with customers by understanding their goals and providingpersonalizedsupport.

• Customer Training: Conduct training sessions and webinars to educate customers on how to effectively use our products and services.

• Proactive Support: Monitor customer usage and engagement,identifypotential issues, and proactively address them to ensure customer satisfaction and retention.

• Feedback Collection: Gather customer feedback and insights to help improve our products and services and enhancethe overallcustomer experience.

• Collaboration: Work closely with internal teams, including Sales, Product, Delivery and Marketing, to ensure customer needs are met and to contribute to continuous improvement efforts.

• Reporting: Provide regular reports and updates on customer status, engagement, and success metrics to management.

• Work to renew and expand customer accounts.

Qualifications

• Education: Bachelors degree

• Experience:1-3 years of experience in customer success, account management, or a related role.

• Technical Skills:Experience withCRM software, customer success platforms, andproficiencyin MS Office Suite (Word, Excel, PowerPoint).

• Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.

• Interpersonal Skills: Strong relationship-building and interpersonal skills, with aCustomer-focused mindset.

• Problem-Solving: Ability toidentifyissues, analyze problems, and develop effective solutions.

• Organizational Skills: Strong organizational and time management skills, with the ability to manage multiple tasks and priorities effectively.

• Adaptability: Flexibility and adaptability to work in a fast-paced, dynamic environment.

PreferredQualifications

• 3+years of experience in customer success, account management, or a related role.

• HubSpot guru

• Experience managing 150-250 clients

• Excellent Cross-sell capability getting our clients to buy our other products

What We Offer

• Competitive Salary: We offer a competitive salarycommensuratewith experience and skills.

• Benefits Package: Comprehensive benefits package, including health, dental, retirement plan, and paid time off.

• Collaborative Environment: A supportive and collaborative work environment where your contributions are valued.

• Impactful Work: The opportunity to make a meaningful impact on ourCustomersand their organizations.

How to Apply

Pleasesubmityour resume and a cover letter detailing your qualifications and why you are a great fit for this role.