Senior Customer Success Manager/Director with Marketing Experience at Flare Emergency Response

The role

We are looking for a seasoned/experienced or executive level Customer Success specialist to help shape and lead our Member Success strategy. From reviewing customer communications and traction to defining and coaching the team on brand voice and the appropriate comms and systems to deploy it, to working with the team to deploy strategies in client retention, client engagement and revenue growth. Responsibilities include:

• Establish clear client retention goals
• Create milestones for the clients and employees to work toward
• Assist customers with setting up and navigating our products
• Promote the value of the product and help the team effectively communicate with customers
• Upsell and train others on upselling services and products with the brand image
• Promote value through customer experience
• Assist in creating training courses, protocols and educational materials
• Review customer complaints and concerns and seek to improve the customer experience
• Work seamlessly between marketing, sales and product management teams to promote the customer experience and ensure consistent client satisfaction, subscription renewals, and product offering relevance and quality.

This role has a lot of growth potential, whether in the direction of Customer Success/Member Success Director, Sales, or Member Engagement, so we are looking for a seasoned professional with significant experience leading accounts, driving revenues and retention, and leading projects and teams in the Customer Support, Member Success, Customer Engagement, Account Ownership or Account Management, or other relevant roles.

Requirements

• Proven work experience as a Customer Success Manager or similar role
• Experience crafting marketing messaging or working with Marketing and Sales professionals
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, familiarity with CRMs, data tools, and ability to learn tech/software quickly
• Accountability, clear data-driven communication and personal organization are essential
• Experience in managing a diverse group and training external employee teams according to company standards
• A communications or marketing degree is preferred