Customer Success Manager

Who We Are

Detroit-based Amber Engine, part of the Quicken Loans Family of Companies, was founded by a team of home furnishing industry innovators, technologists and business experts. Our mission is to provide the most accurate, complete and timely record of product data for the home furnishings industry.

What You'll Do/Need

Customer success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our solutions. As such, we need an individual contributor to own driving success for our customers. This role includes responsibilities for customer success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Responsibilities

  • Build deep relationships with your customer list centered on driving their goals and success

  • Increase renewal/retention rates

  • Expand our revenue in accounts through cross-selling and up-selling

  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores

  • Drive new business growth through greater advocacy and reference-ability

  • Identify opportunities for continuous improvement

  • Learn from best practices in the industry

  • Execute on customer success core role responsibilities

    • Onboarding

    • Training

    • Customer Support

    • Customer Success Management

    • Renewals

    • Cross-sell / Up-sell

    • Advocacy

  • Contribute to operational metrics for team

  • Foster collaboration within the team and across the customer life cycle

  • Encourage continuous learning within the team

  • Enhance effectiveness and efficiency through technology

  • Contribute to creating a company-wide culture of customer success

  • Contribute to creating a company-wide customer feedback loop

Requirements

  • Must be an ambassador for Amber Engine core values while representing the company as a thought-leader within the market

  • Bachelor's degree in a relevant discipline (Marketing, Business Admin., etc.)

  • 2+ years experience in a SaaS Customer Success

  • Ability to manage influence through persuasion, negotiation, and consensus building

  • Strong empathy for customers

  • Analytical and process-oriented mindset

  • Demonstrated desire for continuous learning and improvement

  • Excellent communication and presentation skills

What'll Make You Special

  • Enthusiastic and creative

  • A combined experience of post-sale and sales

  • Deep understanding of value drivers in recurring revenue business models

  • Experience and proficiency in using a CRM system (i.e., Salesforce, Hubspot, etc.)

What You'll Get

  • Excellent benefits package that includes a 401(k) match, medical/dental/vision and much more.

  • Opportunities to participate in professional and personal development programs including leadership and ongoing personal growth training.

Why We're Different

Meet the anti-corporate culture of Amber Engine, where there’s no daunting hierarchy, “boss” is a four-letter word, and if you work hard, you’re the one who’ll reap the rewards, both personally and professionally. More than any other place you’ll work, we’re dedicated to honing your skills, helping you grow and making sure you have plenty of fun while you’re at it.

Amber Engine is an equal opportunity employer.

Interested? E-mail careers@amberengine.com