Customer Success Manager

A CSM plays three main roles:

• Product Expert: Knows the Just Appraised solution inside and out and can share best practices and train customers to get the most out of the platform.
• Trusted Partner: Able to build authentic, lasting relationships with customers with a mutual concern for their success.
• Customer Advocate: A strong voice for customer experience and feedback to internal teams to help keep a customer-focused culture as we grow.

By assuming the following responsibilities:

• Serve as the primary point of contact for new and existing customers
• Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning and execution of their bespoke customer success plan
• Be familiar and confident with navigating business and technical groups
• Support a wide range of stakeholders for internal and external projects
• Ability to diagnose issues within customer initiatives and spearhead routes to resolution
• Ensure customer satisfaction that leads to annual renewals and contract expansion
• Develop a trusted relationship with consistently responsive and expert service
• Monitor contract deliverables and usage to help customers manage and expand their usage of the Just Appraised platform
• Drive adoption across multiple departments, stakeholders, and business users
• Host regular check-ins with customers as well as quarterly business reviews to ensure adoption of the platform and realization of success criteria
• Answer questions and facilitate data requests, user feedback, and bug reporting to our product and engineering teams
• Act as Voice of the Customer internally to represent customer needs and wants
• Identify and qualify cross-sell and up-sell opportunities to grow revenue from existing customers