Customer Success Manager (Remote) Customer Service

Copper is not just another CRM. It’s the only CRM that is 100% focused on helping clients build the strongest possible business relationships that will win them customers for life. Our belief is that this is the key to surviving any economic landscape. And of course, we need to practice what we preach. Our Customer Success team plays a vital role in this mission as the key relationship-builders within the organization.

We are growing our Customer Success team to help deliver on the value of Copper and enable our customers to sell more!  This will all be accomplished while embodying all of our core company values: deliver amazing experiences for our customers, being ambitious, and working as a team. This is an exciting time for a driven individual that has what it takes to win. Are you that individual?

What you’ll do…

• • Manage Copper’s highest value and most strategic customer portfolio against key metrics of adoption, retention, expansion and renewals
  • Manage the renewal process for each customer with complex customer agreements
  • Proactively engage and develop a deep understanding of your clients, deliver quarterly business reviews and make consultative recommendations
  • Work with Solutions Consultant assigned to the portfolio to understand customer use case and how Copper fits into customer tech stack
  • Function as the voice of the customer and provide internal feedback on how Copper can better serve our customers
  • Advocate for client’s priorities to Product and Engineering to ensure the platform scales in our customers’ best interest, while keeping Go To Market Strategy in mind
  • Collaborate with internal, cross-functional teams (e.g. product management, customer support, implementation, partnerships, and legal) to deliver effective solutions to customers centered on their desired outcomes
  • Work with customers to develop a mutual success plan that outlines how Copper will be addressing their critical needs both immediately and in the future
  • Become a subject matter expert on our product and our competition
  • Help define and develop processes and strategies to increase retention, identify and mitigate churn risk
  • Contribute to Weekly Office Hours Sessions, subject specific webinars, and Ask An Expert Q&As to support our One To Many Model and customer follow up based on inquiries.

What you’ll bring…

• • • 5+ years relevant work experience in a customer-facing customer success, account management in a SaaS organization.
    • Experience with customer success and relationship building through company hierarchies
    • Excellent communication skills (written/verbal) that are leveraged to address complex business issues and opportunities
    • Experience based ‘Issue Resolution’ skills that facilitate dialogue across all levels of a business including the C-suite
    • Demonstrable experience in maintaining and growing a recurring revenue portfolio
    • Empathy and understanding of customer’s best interests to ensure their experience with Copper validates their CRM vendor choice
    • Passion to exceed customer expectations while balancing the need to scale operations and resources
    • A Bachelor’s Degree.

At Copper we are committed to building and empowering a diverse and inclusive environment.  We recognize that diverse teams are strong teams, so we encourage people from all backgrounds to apply.

If this opportunity sounds interesting, apply today!  We would like to hear from you.