Client Success Manager - NYC

Location: New York, NY

Department: Client Success

Type: Full Time

Min. Experience: Mid Level

True Fit is looking for a seasoned Client Success Manager (CSM) who is passionate about understanding Retailers and Brands to make them successful through extraordinary levels of service.  The CSM will work independently and cross functionally to address any customer satisfaction, growth or renewal opportunities and risks in their portfolio. The key goal of this role is to make every customer in their portfolio successful and committed to True Fit through a trusted advisor relationship. This person is ultimately responsible for owning the customer relationship within their portfolio of customers, is hyper focused on customer retention, providing business value and insights, driving consumer adoption and trust and identifying opportunities to extend products and services for our retail partners to delight consumers.  Above all it requires exceptional tenacity, analytical prowess, strategy, service, leadership, and an innate passion for delighting consumers and making retailers successful.

The CSM is expected to possess knowledge, expertise, and experience in many of the following:

  • eCommerce
  • SaaS software and business models
  • Software Account Management
  • Deep customer relationship building
  • Program management
  • Project management
  • Commercial negotiation skills

Responsibilities

  • Provide strategic guidance to drive forward your customer’s priorities and business goals
  • Ownership and accountability for ensuring customer growth, customer satisfaction and contract renewals within the assigned customer portfolio
  • Develop strong relationships with all key decision makers and influencers, including executive sponsors
  • Identify, influence, develop, and realize new opportunities for expanding your customer’s business volume
  • Translate complex analytics into actionable strategic and commercial outcomes
  • Uncover & know any risk that threatens your customer’s growth, satisfaction, or renewal; conceive and execute mitigation plans for all risks
  • Choreograph other domain experts to deliver the outcomes of the account plan you are responsible for building and maintaining for each account
  • Collaborate effectively with internal and external colleagues to build a best-in-class customer experience with the goal of making every customer a promoter of True Fit and a customer for life
  • Take ownership of all direct communication and resolve escalations
  • Listen to customers carefully and truly understand customers’ strategic priorities, KPIs, growth initiatives, key business issues and opportunities in order to deliver business impacting results
  • Ensure increasing user adoption of True Fit platform by implementing best practices and implementation of the continuously evolving True Fit product suite
  • Serve as the liaison between product management and the customer with a focus on feature collaboration and communicating the True Fit roadmap in a balanced “one versus many” approach required by the SaaS model

Experience & Skills

  • 5-10+ years of experience in account management, sales or client services in the context of enterprise software, managing multi-million dollar portfolios of recurring revenue
  • Positive attitude, with a can-do mentality
  • Loves problem solving and facing challenges head-on
  • Self-starter with desire to exceed client expectations
  • Outstanding oral and written communication skills
  • Inspiring presentation and public speaking experience (executive level audience)
  • Impeccable attention to detail, highly organized, with an absolute focus on quality of work
  • Ability to read and interpret performance and usage data and communicate value add at all levels internally and externally
  • Ability to recognize areas of risk through the interpretation of performance reports and mitigate as needed
  • Program Management:  ability to develop, implement, monitor, and drive account plans; manage a portfolio of multiple projects running simultaneously; manage accounts in “steady state” or “maintenance mode”
  • Project Management:  Ability to lead complex projects including planning, data analytics, change management, QA, escalation management, and ongoing support
  • Deep understanding of B2B SaaS models
  • Demonstrated experience in identifying and mapping the customer org structure with ability to bridge turnover at any level of the organization
  • Skilled in commercial negotiations in the renewals context for multi-year, multi-million dollar contracts
  • Strong management and business skills required, along with a proven multi-year track record of developing deep relationships with VP-level and Director-level executives
  • Proven multi-year track record of identifying and closing incremental business for your account
  • Ability to work independently and as part of team
  • Demonstrated experience of seamlessly transitioning between conversations with C-Level execs, technical leadership, program managers and industry level business conversations
  • Success working in a fast-paced, high-growth company
  • Bachelor degree; MS or MBA optional
  • Travel up to 40%

This is a work from home/remote position reporting into our headquarters in Boston.  

This position reports to the Director of Client Success and is based in New York, NY

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