Exclaimer hiring Customer Success Manager in Boston, Massachusetts, United States | LinkedIn (2024)

Exclaimer –Customer Success Manager

A tech scale up with Big Plans...

When you join Exclaimer you will join a global award-winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an exciting work culture.

Not Heard of us?

We provide world-class email signature solutions that let organizations of any size achieve brand consistency, legal compliance, and customer engagement on any device. Designed for Microsoft 365, Google Workplace, and Microsoft Exchange, our solutions are used by over 50,000 customers in 150+ countries. Some of these customers include renowned companies such as Sony, Mattel, Bank of America, NBC, the Government of Canada, the BBC, and the Academy Awards. We have over 250 employees worldwide.

Key Goals of a Customer Success Team

To improve customer experiences, create mutually beneficial business relationships and to engage with customers to understand their desired outcomes and ensure they find value in the Exclaimer product. In order to Increase Net Revenue Retention, reduce churn & support growth

The Role

Reporting to the global Senior Manager of Customer Success, you will be responsible for enhancing the customer experience for our Commercial and Mid-Market Customers (from 100 users to 2500). You will work closely and collaboratively with other teams in Exclaimer to proactively mitigate the risk of losing prospects and customers by problem solving and ensuring all product feedback is communicated with the Product Team. Working so closely with customers you will advocate for them to improve processes, support materials (video tutorials and knowledge based articles), as well as the product functionality. You will identify opportunities where customers can make better use of our features and products, to ensure they are successful in rolling out and using Exclaimer.

You will be working both proactively in engaging with some named/assigned customers as well as helping other customers looking for non-technical support, advice or training.

Skills of a Customer Success Executive

Working in a fast-paced SAAS organization the following traits are desired:

• You must be fluent in English (additional languages desirable, especially Spanish, but not essential).
• An active listener who’s able to see things from a customer viewpoint.
• A quick learner who can absorb and process information quickly.
• The ability to hold engaging and inspiring conversations, explaining technical concepts in a non-technical and accessible manner. Catering and tailoring product demos, overviews and training to different needs of customers.
• Strong communication skills both written and verbal.
• Self-motivated team player with a ‘can-do’ attitude for problem solving
• Ability to build effective relationships with stakeholders inside and outside the team
• Strong collaboration skills working with different teams: Sales, Marketing, Support, Finance, Partner & Product Teams to ensure a customer centric approach is taken in everything we do.
• A track record of honesty, transparency and empathy in customer communications, particularly when things don't go as planned.
• An interest in technology, a customer centric approach, with a sales enablement mindset will be an advantage in this role.

Responsibilities of a Customer Success Manager

• The ability to strategically plan and deliver professional services projects at a senior level with a creative, persuasive and confident approach
• Assist the sales team to create effective and profitable professional services packages
• Lead complex delivery engagements to multiple teams within enterprise organizations from inception to delivery
• Contribute content and collateral to showcase our product, strategy and roadmap and work with teams to ensure quality and accuracy of sales and marketing materials
• Serve as the lead point of contact for customer account management matters and build and maintain strong, long-lasting client relationships
• Negotiate contracts and close agreements to maximize profits
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives and prepare reports on account status
• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
• Collaborate with local sales team to identify and grow opportunities within territory
• Attendance at key prospect, customer and partner events with a view to speaking as a thought leader in the customer experience space.
• Develop strong relationships with customers and connect with key business stakeholders to keep customers satisfied and engaged with our product and services in the long run
• Liaise with cross-functional internal teams to drive and improve the entire customer experience

What do we offer?

We offer you a challenging job in a growing international software company with a competitive remuneration structure. You will be part of a fun and hardworking team.

• Join a fast-growing SaaS company
• Work in an exciting, collaborative environment
• Hybrid working
• Casual dress code
• Flexible Schedule
• Paid Time Off

Exclaimer is an equal opportunity employer and people seeking employment with us are considered without regards to race, colour, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic protected by law.​