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.).
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
Customer Success Management
Cross-sell / Up-sell
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
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 email@example.com