Customer Success Manager

Job Description

Coast is seeking a Customer Success Manager to join their team in Salt Lake City, UT. Coast is re-imagining the trillion-dollar U.S. B2B card payments infrastructure. The Customer Success Manager will be a trusted advisor to early customers, helping them succeed with the platform and ensuring they receive maximum value from the solution throughout their lifecycle. They will be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction.Responsibilities:

• Manage all post-sales activity for corporate customers through strong relationship-building, product knowledge, planning, and execution
• Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
• Work closely with your Account Executive counterpart to develop a joint success plan for your customers
• Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
• Serve as the “voice of the customer” and provide internal feedback on how we can better serve them to maximize customer value and retention
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
• Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews
• Work closely with Product and Engineering on identification/tracking of enhancement requests
• Handle escalations and work across teams to resolve issues
• Improve upon our existing approaches to customer engagement and account management leveraging our CS platform

Requirements:

• 2-3 years of experience in Customer Success, Account Management, or related customer-facing position within a rapidly growing SaaS company
• Strong communication skills
• Be able to think strategically, problem solve, and prioritize tasks and initiatives in a fast-paced environment
• Data driven mindset with attention to detail is a must
• High energy, go-getter with fresh ideas who takes the initiative to get things done
• Bachelor’s degree preferred or similar work experience

Coast offers:

• Medical, dental and vision insurance
• Unlimited paid time off (vacation, personal well being, paid holidays)
• Paid parental leave
• $400 accessories allowance for home office setup
• Free lunch every Friday