Customer Success Manager

Who We Are: PureSpectrum is a rapidly growing market research and insights platform. We simplify technology for researchers so they can gather and use consumer data the way they want - without disruption. PureSpectrum currently facilitates more than 65 million online interviews annually through our Marketplace. PureSpectrum also developed the industry's first and only respondent-level scoring system, PureScore. Most recently, PureSpectrum was recognized across the industry: Certified Great Place to Work (2022-2024), Built In's Best Places to Work (2023-2024), Inc Best Workplaces (2023), Newsweek's Global Most Loved Workplaces (2023-2024), Deloitte's Fast 500 (2020- 2023). PS is rapidly becoming the leading solution for quality multi-sourcing, as well as end to end automated research solutions.
Location
: Westlake Village; In office requirement 3 days a week.
The Opportunity:
PureSpectrum is seeking a passionate and experienced Customer Success, Manager to join our Customer Success Team. As the Customer Success, Manager you will be responsible for onboarding and training new clients. You will also be responsible for proactively managing delivery across the platform for major customers and large projects. The Customer Success Manager will report directly to the Sr. Director, Customer Success and be a key player in ensuring exceptional customer experiences.
Your Responsibilities:

• Guide new customers through a seamless onboarding journey with exceptional training and support.
• Foster smooth product adoption by providing ongoing training and support to users.
• Resolve issues and troubleshoot technical problems in a timely manner
• Proactively reach out to customers, identify their needs, and ensure they leverage the full potential of the PureSpectrum Marketplace
• Leverage customer feedback to continuously improve the onboarding process for future clients.
• Conduct in-depth analysis of product malfunctions, identifying root causes and potential solutions.
• Collaborate effectively with the sales and product teams to ensure client success.
• Provide strategic guidance to clients and act as a thought leader in the industry
• Mentor and coach Client Success Associates, fostering a high-performing team.
• Participate in developing and implementing innovative client success initiatives and processes.

Requirements:

• 2+ years in the Market Research Industry
• 2+ years of experience with using the MR SaaS platform
• Experience with solving problems and providing clear feedback
• Manage a portfolio of client accounts and act as the primary point of contact
• Ability to communicate with customers
• Ability to work closely with cross-functional teams, such as sales, marketing, and product development, to ensure client success
• Familiarity with data analysis and troubleshooting on the PS Marketplace platform

PureSpectrum Benefits:
We offer a modern company culture with flexibility, individuality, creativity, and open communication at all levels of the business. We offer a competitive compensation and benefits package including well-covered health insurance, PF etc.

• Leave policy provides for casual, sick and vacation leave those aids in employee engagement and adheres to statutory compliance needs.
• Team events and celebrations.
• Employees enjoy casual dress and fun within a professional team environment.

PureSpectrum is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected status.
The pay range for this role is: 70,000 - 75,000 USD per year ( Hybrid (Westlake Village, California, US) )