Note: The job is a remote job and is open to candidates in USA. OnBoard is a leading board management software provider that helps organizations function at a higher level. The Customer Success Manager will manage a portfolio of customers, ensuring their satisfaction and success with OnBoard's products, while identifying growth opportunities and driving product adoption.
Responsibilities
- Customer Relationship Management: Serve as the primary point of contact for a portfolio of customers, building strong, long-term relationships and understanding their business goals and challenges
- Customer Satisfaction & Success: Ensure customers achieve their desired outcomes by providing proactive support, guidance, and best practices for using our products and services
- Issue Resolution: Address customer concerns and resolve issues promptly, coordinating with internal teams as needed to deliver effective solutions
- Platform Adoption & Engagement: Drive adoption and active engagement with the Govenda platform by conducting onboarding, training sessions, and regular check-ins to maximize value and usage
- Growth & Expansion: Identify and pursue opportunities for account growth, including upselling additional products and services. Develop and execute tailored expansion strategies for each customer
- Business Reviews & Strategic Planning: Conduct regular business reviews with customers to discuss progress, gather feedback, and introduce new features or services that align with their evolving needs
- Migration Management: Lead and support customers through the migration process to a new platform, including planning, timeline management, resource coordination, and ensuring a smooth transition
- Change Communication: Proactively communicate upcoming changes, migration updates, and new platform features to customers, ensuring transparency and preparedness
- Customer Advocacy: Act as the voice of the customer within the organization, providing feedback to product and leadership teams to influence the roadmap and service improvements
- Reporting & Insights: Monitor customer health, usage metrics, and satisfaction scores. Provide regular reports and actionable insights to internal stakeholders and leadership
- Collaboration: Work closely with sales, product, and support teams to ensure a seamless customer experience and alignment on customer goals and growth initiatives
- Renewals Management: Work with customers to minimize product churn and maximize account renewals, supporting the contract renewal process
Skills
- Bachelor's degree in business, or a related field, preferred
- 5-7 years of experience in a customer-facing role at a B2B SaaS company; managing growing revenue for your book of accounts
- 5-7 years experience with cross-functional collaboration including Sales, Customer Experience, Product/Development, and other internal teams
- 3+ years experience in managing a book of clients of at least 250
- Exposure to C-Level executives and Legal Teams strongly preferred
- Passion for understanding and helping customers solve real-world business challenges by leveraging technology solutions
- Excellent problem-solving and analytical skills, with the ability to identify and address issues in a timely manner
- Ability to manage customer conversations at all levels, including direct or indirect negotiations
- Ability to work independently and manage multiple customer accounts simultaneously
- Experience using Microsoft Office, Salesforce, ChurnZero, or similar systems
- Excellent verbal, written, presentation and project management skills
- Demonstrated knowledge and hands-on experience with artificial intelligence tools and concepts (such as machine learning, NLP, or automation)
Benefits
- Fully remote work with company provided equipment (laptop, software, etc.)
- Employment with a growing, casual, fun, philanthropic minded company
- Comprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings.
- An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan.
- Medical Flexible Spending Accounts available.
- Dependent Care Flexible Spending Accounts available.
- Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher).
- Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you.
- 401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom. We offer a generous company match that starts on the first of the month following 60 days of employment. The company match is dollar for dollar on the first 3% of your pay that you contribute and $0.50 on the dollar on the next 2%, for a total match of 4%.
- Paid Time Off (PTO)/Holiday
- Employer paid Life and Accidental Death Insurance
- Contribution to Health Care Spending Account
- Dependent Life Insurance
- Optional Life Insurance
- LTD Insurance
- Drug and Paramedical Coverage
- Dental Insurance
- Vision Insurance
- EAP
- Superannuation rate of 12%
- Monthly stipend of $400 AUD to purchase private medical insurance
- Pension - Aegon
- Passageways/OnBoard contributes 8% of the employee's basic salary
- Employees can contribute up to 100% of salary subject to max limits
- Enrolled from Day 1 of employment
- Private Medical Insurance
- Life Assurance
- Income Protection
- Critical Illness
- Employee Assistance Programme
- Serious Illness Benefit
- Help@Hand
- Cashplan
Company Overview
OnBoard is a secure board management platform that helps organizations prepare, conduct, and analyze board meetings. It was founded in 2003, and is headquartered in Indianapolis, Indiana, USA, with a workforce of 201-500 employees. Its website is https://www.onboardmeetings.com.