Job Opening: Customer Success Manager at The Rustman Agency

Job Description

The Rustman Agency, a leader in providing tailored customer relations solutions, is excited to announce a career opportunity for a dedicated and strategic Customer Success Manager. This full-time position is crafted for a proactive professional who is eager to take charge of our client engagement and retention strategies. If you are passionate about delivering exceptional service and fostering sustainable relationships, we invite you to join our dynamic, fully remote team.

As a vital member of our agency, the Customer Success Manager will be entrusted with the responsibility of ensuring the successful management of our client accounts, enhancing client satisfaction, and maximizing client outcomes. This role requires a strategic thinker with a knack for understanding client business needs and aligning them with our service offerings to foster mutual success.

Duties and Responsibilities

• Develop and maintain strong relationships with clients, understanding their business needs and objectives to ensure alignment with our services.
• Implement tailored success programs that contribute to client satisfaction and success, utilizing feedback to consistently improve the customer journey.
• Manage customer success activities such as onboarding, training, client support, and performance reviews.
• Track and analyze customer usage statistics to guide personalized customer engagements.
• Foster a feedback loop with clients to ensure that their issues and needs are efficiently addressed, ensuring a high retention rate.
• Collaborate with the sales and marketing teams to develop new strategies for client retention and satisfaction, contributing insights from customer feedback and success metrics.
• Lead quarterly and annual reviews with clients to demonstrate product value and discuss potential for expansion and enhanced engagement.
• Identify upsell and expansion opportunities and collaborate with sales teams to ensure growth attainment.
• Handle customer renewals and negotiations, ensuring the commercial aspect aligns with client satisfaction levels.
• Maintain a deep understanding of our products and industry trends to provide expert advice and support to clients.

Requirements

• Proven track record of at least 3-5 years in a customer success, account management, or similar client-facing role.
• Exceptional ability to communicate and foster positive business relationships.
• Experience in managing a diverse client portfolio in a remote setting with measurable success in meeting performance metrics.
• Technological proficiency with customer relationship management (CRM) software, data analysis tools, and commonly used business software suites.
• Strong analytical skills to effectively leverage data in making strategic decisions.
• Demonstrated ability to work independently with minimal supervision.
• Excellent organizational and time management skills.
• Adaptability and flexibility to manage deadline pressure, ambiguity, and change.
• Negotiating skills with a proven ability to seek win-win outcomes.