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Customer Success Manager

Who are we:

Join an established leader in the rapidly-growing sales enablement space.  Brainshark’s sales readiness software equips businesses with the training, coaching and content needed to prepare salespeople when, where and how they work.

As a field-based Customer Success Manager (CSM), your role is to drive usage and adoption within assigned customer accounts.  You’ll provide guidance to customers as a trusted advisor in using Brainshark’s suite of products and services to solve their business challenges. Your goal as part of the customer success team is to help customers get to value quickly and continue to realize value as their business needs evolve. 

Your Role:

As a Customer Success Manager, you will be assigned a set number of accounts to act as a trusted advisor between those clients and Brainshark. These responsibilities include:

  • Manage 40-50 accounts  
  • Build relationships with key decision-makers and users within an account
  • Drive adoption for licensed products and services to help customers realize value and to ensure renewal
  • Consult with customers to understand their goals, needs, and challenges and advise them on approaches
  • Conduct proactive customer outreach and on-site visits to hold high-value conversations including business reviews, health checks, training, and program design sessions (~25% travel)
  • Share best practices, case studies, and product updates with customers; and drive engagement with community resources and programs that support their success 
  • Demonstrate Brainshark product capabilities in a way that helps the customer clearly understand the value and benefits and how they can be used; guide customers through using the capabilities within their own sites
  • Collaborate across Sales, Support, Product, and Implementation teams in supporting customer needs and growing account relationships
  • Use Gainsight and Salesforce to manage and monitor customer relationships, ensure company-wide visibility into account health, risk, and activity; and to hand off qualified growth opportunities to Sales

What you’ll need:

  • 2-6 years in a Customer Success role or equivalent account management experience in Software as a Service (SaaS) business; 5-10 years business experience.
  • BS/BA degree, MBA a plus
  • Aptitude for SaaS and mobile applications and desire to be hands-on with technology
  • A passionate, positive, and proactive attitude in meeting customer needs, and achieving company goals and personal career goals
  • Professional and consultative approach in working with customers’ executive leaders and their teams
  • Excellent verbal, written communication, presentation and application demo skills; ability to engage customers over the phone, web, email, and face-to-face
  • Excellent interpersonal and team collaboration skills
  • Creative problem-solving skills; curiosity in understanding underlying needs or issues
  • Ability to work independently and prioritize effectively in a complex environment
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