Customer Success Manager

Welcome to Decision Foundry - Data Analytics Division!

We are proud to introduce ourselves as a certified "Great Place to Work," where we prioritize creating an exceptional work environment. As a global company, we embrace a diverse culture, fostering inclusivity across all levels.

Originating from a well-established 19-year web analytics company, we remain dedicated to our employee-centric approach. By valuing our team members, we aim to enhance engagement and drive collective success.

We are a leading Data Analytics & Salesforce consulting firm delivering transformative digital solutions for businesses across industries. Our expert team partners with clients to unlock the full potential of the Salesforce ecosystem, with a specialized focus on data-driven marketing, automation, and AI-powered personalization.

We win as an organization through our core tenets. They include:

· One Team. One Theme.

· We sign it. We deliver it.

· Be Accountable and Expect Accountability.

· Raise Your Hand or Be Willing to Extend it

We are seeking a Customer Success Manager to join the Mid-Market team for our client. Right candidate will be someone who is addicted to Salesforce. Love helping the clients get the most out of exciting software solutions.

Responsibilities

• Be an expert in both Org and Salesforce in order to best advise clients and assist with on-the-spot solutioning.
• Monitor and manage a portfolio of Mid-Market and SMB clients, meeting with them individually to drive adoption, desired outcomes, and ultimately ensure retention and contract renewal.
• Lead goal setting sessions and assist implementation teams in preparing clients for a successful launch.
• Partner with clients to provide best practices, lead creative problem solving, and recommend appropriate Salesforce and AppExchange solutions.
• Maintain high levels of customer engagement and satisfaction through Gross Retention and NPS Score.
• Measure success by client adoption, continued expansion of org and Salesforce across your customers’ organization and workflow.
• Identify at-risk accounts, and in coordination with your manager, develop and deliver on customer remediation plans.
• Coordinate between clients and internal team and partner resources to drive adoption and create opportunities for expansion.
• Identify opportunities for documenting success stories for our Marketing team.

Requirements

• Demonstrable technical aptitude that will help clients continually improve. Certified Salesforce Administrator preferred.
• Experience with gathering requirements and feedback and designing best practice solutions. CSM’s should enjoy creative problem solving, training, and designing solutions with client satisfaction a priority.
• Strong aptitude for new technologies, and the ability to quickly diagnose needs and identify solutions
• 2 years experience as a Customer Success Manager (ideally with a SaaS product)
• 5 years experience in direct customer-facing positions
• Excellent written, verbal, and oral communication with experience making presentations to key stakeholders

Benefits

• Work Model – Hybrid
• Employment Type - Full-time
• Salary - The estimated base salary pay range for this role is $80,000-90,000. You will also be offered a bonus and benefits..

• Decision Foundry is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.