Malbek is seeking a talented and experienced Customer Success Manager to join our growing Customer Success team. As part of a small team, you’ll have a unique opportunity to help influence and build best-in-class customer success at Malbek. You will act as a trusted advisor, building relationships with our customers, promoting product adoption, and helping our customers meet their business objectives and ensure they realize value from their investment in our solutions.
Role
Qualifications
Details:
Be a proactive agent for success for Malbek’s customers, with the ability to articulate the value of our products and solutions
Advise customers on product best practices
Accountable for enabling our customers to adopt our solution(s), overall health, and customer success
Proactively monitor customer health, using usage metrics and health scoring data, conduct health checks and QBRs to ensure internal and external alignment
Understand customer goals and success criteria and partner with the customer sponsor and stakeholders to realize the vision through a success plan and demonstrated achievements
Responsible for customer renewals, in partnership with the Account Manager
Collaborate with others on the CS team as well as Product, Sales, and Marketing teams on Customer Success initiatives
Serve as the voice of the customer to internal teams
Contribute to on-going initiatives to improve our processes and approach to ensure our customers’ success
Have excellent communication skills and are effective at remote delivery and facilitation
Think strategically, are not afraid to test out a strategy and quickly pivot if strategies are not working
Are a problem solver and are good at juggling multiple engagements and priorities
Have an analytical mindset and the ability to evaluate usage data for patterns and risks
Can initiate and drive strategic conversations with decision-makers
3+ years Customer Success or similar role in a B2B SaaS environment, or relevant legal and/or business operations experience
Are good at recognizing roadblocks and barriers to success and can enable customer teams by implementing and enabling execution of a plan to action
Are flexible, collaborative, and want to be part of a young company where you will have clear responsibilities but also work cross- functionality to get the job done and ensure success, even if that means doing something outside of your job description
Are empathetic, and have a positive attitude with a desire to help our customers reach their goals
Strong MS Office application skills, technical aptitude to enable quick learning of our products and solutions, and experience with Customer Success and Support platforms such as Zendesk and Planhat a plus
