Customer Success Manager

Company Overview:

Blue Orange Digital is a cloud-based data transformation and predictive analytics development firm with offices in NYC and Washington, DC. From startups to Fortune 500s, we help companies make sense of their business challenges by applying modern data analytics techniques, visualizations, and AI/ML. Founded by engineers, we love passionate technologists and data analysts. Our startup DNA means everyone on the team makes a direct contribution to the growth of the company.

Position Overview:

We are seeking a proactive and dedicated Customer Success Manager to join our team. This role involves managing and nurturing our existing client accounts, ensuring outstanding client satisfaction and retention, as well as identifying opportunities to expand our engagements through new business funnels. The ideal candidate will be a strategic thinker with a strong background in customer relations and a deep understanding of the tech-driven consultancy landscape.

Responsibilities:

• Client Relationship Management:
  • Own the overall client relationship and serve as the primary contact for clients, fostering long-lasting relationships to ensure high levels of satisfaction.
  • Act as a trusted advisor, aligning all activities with the client's business strategy and goals to maximize the value of Blue Orange services.
  • Conduct regular touchpoints, including monthly check-ins and quarterly business reviews, to drive adoption and expand service use.

• Account Management and Growth:
  • Manage account activities to ensure client retention, adoption, and growth. Advocate for the customer's needs to enhance their experience.
  • Monitor client engagement regularly, identify opportunities for service improvement, and manage expectations to ensure exceptional service delivery.
  • Collaborate closely with sales teams to identify and pursue upsell and cross-sell opportunities, aligning efforts to create customer value.

• Business Development:
  • Work closely with sales and sales engineering team members to proactively pursue new business opportunities, from inception to closure to onboarding.
  • Collaborate with the sales and revenue generation teams to align on new business strategies and initiatives.

• Operational and Strategic Execution:
  • Track, report, and benchmark customer adoption activities, ensuring visibility and success of initiatives to executive sponsors.
  • Manage multiple accounts simultaneously, prioritizing effectively to meet strategic goals.
  • Resolve user queries and technical issues, coordinating with consulting teams and engaging cross-functional groups as necessary.
  • Maintain and manage client-specific business requirements, effectively communicating requirements with internal technology teams.

• Performance and Results Measurement:
  • Provide insights into account health by identifying adoption opportunities and retention risks, and aligning internal teams around customer success strategies.
  • Conduct account audits and business reviews with key customer accounts to assess needs and deliver continuous value, ensuring timely implementation and high customer satisfaction.

• Additional Responsibilities
  • And other requests as directed by your manager.

Requirements:

• Bachelor's degree in Business Administration, Communications, Computer Science, Information Technology, or a related field.
• 4+ years of experience in customer success, account management, or a related field, preferably within a technology, professional services, consultancy, or similar industry.
• Proven track record of managing accounts and achieving customer satisfaction and retention goals.
• Strong understanding of data analytics, machine learning, and AI technologies.
• Excellent communication, interpersonal, and presentation skills.
• Proven ability to manage multiple client engagements effectively and negotiate win-win solutions.
• Strong analytical skills and a results-driven approach to problem-solving.
• Experience with CRM software and customer service platforms.
• Unafraid to roll up sleeves to "get the job done."
• Ability to quickly establish rapport with customers and address their concerns.
• Passion about business and dissatisfaction with the status quo - always thinking of ways to delight the client and add value to accounts.

Preferred qualifications:

• Prior experience and ease with Hubspot.
• Project management skills, capable of managing multiple projects simultaneously under tight deadlines.
• High level of empathy and a customer-centric mindset.
• Certified Customer Experience Professional (CCXP), Certified Associate in Project Management (CAPM) Project Management Professional (PMP)

Benefits:

• 401k Matching
• Unlimited PTO
• 100% remote role with an option for hybrid
• Healthcare, Dental, Vision, and Life Insurance
• Paid parental/bereavement leave
• Cell phone/internet reimbursement
• Home office stipend

Salary: $100-110k (plus commission for On-Target Earnings (OTE) of roughly $155-$165K)

Blue Orange Digital is an equal-opportunity employer.

Background checks may be required for certain positions/projects.