Customer Success Manager - job 1 of 3

DemandBridge is a leading software provider that offers innovative and scalable solutions to distributors, suppliers, and other businesses operating in the print and promo marketing industry. Our goal is to empower companies of all sizes by streamlining their operations and driving growth. With over 5,000 power users, 10,000 storefronts, and hundreds of thousands of access users spanning various industries, including retail, consumer goods, healthcare, financial services, energy, and non-profit sectors, DemandBridge delivers technology solutions tailored to address unique business challenges. Our platforms seamlessly integrate powerful eCommerce, sourcing, logistics management, invoicing/accounting, and inventory management capabilities with industry-leading multi-channel brand management portals.

The Customer Success Manager is responsible for building strong relationships with customers to ensure they achieve success using our products and services. The CSM will work closely with customers to understand their needs, drive adoption, and ensure they derive maximum value from our solutions. This role will act as a trusted advisor, ensuring long-term customer satisfaction and account revenue growth, as well as minimizing churn.

Key Responsibilities:

- Relationship Management: Build strong, long-lasting relationships with customers through regular check-ins and proactive engagement.

- Account Growth: Identify upsell and cross-sell opportunities by understanding customer goals and providing tailored solutions with an expected book of business growth quota.

- Product Expertise: Gain an in-depth understanding of our product offering and become a trusted expert advising customers on the best practices for using the platform.

- Customer Retention: Identify and mitigate risks of customer churn by understanding customer pain points, resolving issues, and ensuring their ongoing success.

- Implementation: Coordinate with the Professional Services Manager on customer contact throughout the implementation process, ensuring clients have a clear and consistent resource for support both during and after the transition.

- Customer Advocacy: Serve as the primary point of contact for assigned customers, advocating for their needs within the company.

- Collaboration with Internal Teams: Work closely with sales, marketing, product, and support teams to communicate customer feedback and help shape product development.

- Customer Success Metrics: Track and report on key metrics such as product usage, customer satisfaction (NPS), churn rate, ARR growth, and renewal rates to ensure customer success for both the customer and DemandBridge.

- Issue Resolution: Respond to customer inquiries, troubleshoot issues, and coordinate with the technical support team to resolve problems efficiently. Regularly review outstanding client tickets to ensure timely resolutions and responses.

2-5 years of experience in customer success, account management, or a related field, preferably in SAAS Company.

Excellent communication and interpersonal skills.

Strong problem-solving and analytical skills.

Strong track record in identifying, presenting and closing cross-sell and upsell opportunities.

Ability to manage multiple accounts and prioritize tasks.

Experience with CRM software (e.g., Salesforce, HubSpot) and customer success tools.

Proven track record of building strong customer relationships and driving retention.

A customer-centric mindset with the ability to think strategically about account growth.

Preferred Qualifications: 

• Experience in Distributor Software Solutions and/or Distributor Business industry and operations desired. 

• Knowledge of SaaS, cloud-based technologies, or other technical solutions. 

• Familiarity with customer success methodologies such as NPS, CSAT, and churn analysis. 
• Experience in account management, with evidence of consistent net revenue growth of existing clients.