Customer Success Manager USA (Remote)

About us

Canibuild, dramatically improves how the residential construction industry designs, approves, and sells what they are building, by automating and significantly enhancing their design, approval, and sales process.

Answering their first critical question, can I build this on this plot of land within minutes instead of weeks!

We are an ultra-fast growing SaaS start-up, backed by the largest hedge fund in Australia, with a rapidly growing subscriber user base from around the world including Australia, NZ, Canada, and the United States.

Job Summary

The Customer Success Manager will play a pivotal role in ensuring our customers’ success and retention and driving revenue expansion through cross-selling and upselling. They will work closely with customers to identify and capitalise on opportunities to ensure product adoption, enhance their experience, and maximise value from canibuild products and services.

Job Responsibilities

• Lead seamless onboarding experiences for new customers, ensuring a smooth transition from sales to implementation.
• Collaborate with cross-functional teams to ensure successful product integration and adoption.
• Serve as primary point of contract for customers post-sale, fostering strong and lasting relationships.
• Understand the customers' unique needs and goals, aligning our solutions to drive value and satisfaction.
• Monitor and analyse key customer success metrics including churn rate, NPS, CSAT, time to value and adoption rate.
• Collect, analyse and act upon customer feedback and suggestions to drive continuous improvement.
• Utilise customer insights to influence product development and enhancements.
• Cultivate strong relationships with customers, obtaining case studies, testimonials and reviews.
• Leverage customer success stories to create compelling content that showcases canibuild's value proposition.
• Lead and facilitate executive business reviews, customer health analysis and usage.
• Educate customers on how to effectively use our platform and services, enabling them to submit tickets for issues, bugs and requests through Customer Support's ticketing system.
• Collaborate with customers to understand their evolving needs and align our solutions to address those needs effectively.
• Proactively identify and pursue cross-selling and upselling opportunities within the existing customer base.
• Present and demonstrate the value of our marketplace, add-ons, upgrades, and other offerings to customers.
• Negotiate terms, pricing and contracts to ensure successful deal closures.
• Build and nurture strong, long-lasting relationships with key stakeholders within customer organisations.

Requirements

• Bachelor's degree
• Previous experience in B2B Account Management, B2B Customer success or B2B Sales role
• Experience working in a high growth tech start-up is a benefit
• Outstanding written and verbal communication
• Proven experience working to revenue or retention KPI’s
• Experience managing accounts and developing long term customer relationships
• An entrepreneurial mindset with the passion to make an impact in a fast-growing start-up.
• Construction experience is a bonus but not a requirement.
• Work schedule is 9:30 PM to 6:30 AM IST
• Willing to work remotely full-time

Benefits

• Competitive salary package
• Full-time remote work
• Opportunities for career growth
• A dynamic work environment
• Employee Centric

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