Customer Success Manager

We are seeking a proactive and detail-oriented Customer Success Manager (CSM) to support our B2B marketing, prospecting and customer relationship efforts. This role will work closely with the Director of Marketing. The CSM will help to deepen B2B customers relationship and familiarity with the BrickHouse brand and the executive, marketing and sales teams. The CSM will ensure B2B customers are aware of new product launches, new and updated features, special promotions and more. The CSM will be responsible for identifying upsell and cross-sell opportunities within business accounts, expanding the monthly recurring revenue generated from business accounts and increasing the lifetime value of business accounts. This role will play a critical role in the growth of the company by selling into existing BrickHouse Security accounts by expanding account size. The CSM will serve as a liaison between BrickHouse Security business customers and the marketing director, sales representatives and support team. The ideal candidate will have a strong understanding of customer success best practices in a SaaS setting, experience with effective phone, text and email communication, and manage projects as required.

Key Responsibilities:

• Proactive & Consistent Customer Engagement
• Work closely with the Director of Marketing and sales to onboard new customers
• Supporting business customers to ensure theyre utilizing software features as needed
• Help craft an internal outreach plan and strategy for customer engagement
• Manage day-to-day communication with BrickHouse Security business customers
• Track, analyze and help refine customer engagement efforts

Support Marketing & Internal Expansion Efforts

• Identify opportunities to add more GPS devices to business accounts
• Identify opportunities to upsell to higher tiered feature plans for business accounts
• Serve as a liaison between sales, support and marketing

Support New Product Launches & Internal Promotions

• Support marketing by defining internal outreach lists for new product launches, special offers and other promotions
• Help craft personalized outreach efforts for one-to-one outreach

Scheduling Annual Business Reviews

• Reach out to all business customers at least once a quarter
• Schedule account review meetings with Sales reps and executive team
• Manage all follow-up activities as a result of scheduled meetings

Identifying Upsell Opportunities

• Using existing customer data, help to create, maintain and improve on opportunities to upsell customers on plans and products
• Refine timing for upsell outreach using a combination of existing and historical data and tests

Identifying Co-Marketing & Referral Opportunities

• Work with the Director of Marketing to get better social proof content from existing customers, including testimonials, case studies, reviews and referrals
• Help manage referral marketing program, with support from the Director of Marketing

Soliciting Customer Feedback

• Serve as an internal champion for customers, including seeking feedback on devices, support, pricing, features and more
• Organizing feedback so it can be turned into actionable efforts for marketing, sales, operations and more

Required Skills & Qualifications:

• Excellent organization and project management skills and the ability to manage multiple projects simultaneously, coordinating with internal and external stakeholders.
• Proven experience in a customer success or sales role within B2B SaaS or subscription-based industry.
• Understanding of IoT, GPS tracking, Software-as-a-Service and subscription based businesses.
• Experience working with CRM/ERP systems (NetSuite strongly preferred), including creating custom searches and integrating data.
• Analytical skills with experience in tracking and reporting on performance, preferably in a B2B context.
• Solid written and verbal communication skills, with the ability to present complex information in a clear and concise manner.
• High attention to detail and strong problem-solving skills.
• Ability to adapt to and learn new software programs
• Gain an understanding of BrickHouse Securitys products and services

Preferred Skills & Experience:

• Previous experience in a B2B customer success role (required)
• Exceptional interpersonal skills and ability to work as part of a team
• Experience with building strong relationships within key accounts in a SaaS or professional service setting
• 3+ years in in a previous customer success or service role for a SaaS or professional services business

Schedule: Monday to Friday, graveyard shift, and may also be required to work on weekends.

PERKS

• Remote Work Setup
• HMO + 2 Free Dependents on Day 1
• 20 Paid Time Offs
• Unused Leave Conversion