This role works closely with the channel sales team to help retain and grow existing customer accounts. The goal is to maximize value for customers by extending training resources, understanding current use cases, and proposing features to further expand the impact and overall reach of the Laserfiche solution. The Customer Success Manager acts as a liaison between the customer, solution provider, and various Laserfiche teams responsible for product development, support, and marketing, to ensure the Laserfiche solution is delivering business value and that user input is taken into consideration.
Eligible States for Remote Work: Arizona, California, Florida, Georgia, Hawaii, Maryland, Massachusetts, Minnesota, Nevada, Ohio, Oregon, Texas, Utah, Virginia, Washington, Washington DC, West Virginia and Wisconsin
What You'll Do:

• Identify the risk of churn and reduce it by developing strong relationships with customer stakeholders
• Drive customer engagements such as user groups and regional training to further user education
• Identify opportunities for the Sales team to up-sell current accounts
• Solicit feedback from customers based on their use cases for future product improvement
• Collaborate with internal resources to promptly address customer concerns, or escalate as necessary, to ensure the highest level of satisfaction
• Secure case studies and product champions as customer references to help expand the influence of Laserfiche in the ECM market

What We're Looking For:

• B.A. or B.S. Degree
• 2+ years of experience in Customer Success, Consulting, Sales or related field
• Ability to work independently and proactively engage with customers and solution providers to secure new opportunities
• Excellent oral and written communication and organizational skills
• Strong interpersonal skills to work with cross-functional teams
• Ability to thrive and adjust to change in a fast-paced environment
• Demonstrate leadership skills and ability to mentor junior team members
• Strong working knowledge of Microsoft tools (e.g. Microsoft Office Suite, CRM and Teams)
• Willingness to travel for user events and customer meetings in the U.S., Latin America and Canada

What We Offer:

• Remote work opportunities + hybrid work arrangement
• Temporary or permanent workplace relocation in states we have a business presence
• Paid volunteer days to give back to the community
• 15 days of paid time off (to start) + 3 additional 'me' days
• 9 days of paid public holidays
• Generous 401 (k) employer match contribution
• Professional development and career growth opportunities
• Mentorship program participation to inspire the rising leaders of Laserfiche
• Employee Resource Groups (ERG) and opportunities to contribute to our DEI initiatives
• Employee Referral Program to gain extra cash

About Us:
Laserfiche is the leading SaaS provider of intelligent content management and business process automation. Customers in 5+ industries use Laserfiche cloud-first development approach to boost productivity, scale their business and deliver digital-first customer experiences.
Laserfiche employees in offices around the world are committed to the company's vision of empowering customers and inspiring people to reimagine how technology can transform lives.
Click here to learn more about Life at Laserfiche.
COVID-19 Policies:
Successful applicants must comply with company COVID-19 policies, which are subject to change in response to public health, regulatory and business circumstances. Note Laserfiche is a federal contractor.
Diversity:
Laserfiche complies with all Equal Opportunity and Affirmative Action regulations. Laserfiche makes all employment decisions – such as recruiting, hiring, training, promotion, compensation, professional development practices, discipline and termination – without regard to race, religion, color, national origin, ancestry, citizenship, sex, pregnancy, age, creed, physical or mental disability, medical condition, genetic characteristic, marital status, veteran status, gender identity/expression, sexual orientation or any other characteristic protected by law, except as may be permitted by law.