At Convoso, we’re constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster. That’s where you come in.

We are seeking a high-energy, organized individual to join our team as a (Senior) Customer Success Manager. This position entails client servicing, identifying their challenges, and providing solutions that help solve those challenges. The ideal candidate may work remotely but should have experience with SaaS technology. The position requires the ability to multi-task between various softwares, client relationships, while communicating with a sense of urgency. Our Customer Success team is very supportive of each other however, being able to work independently is key to the team’s success as a whole.

Stepping into this very challenging role will mean stepping into a dynamic environment. There’ll be a steep learning curve, but we believe the future belongs to those who build it. Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed. Success would mean having a strong ability to manage multiple projects with competing deadlines.

Who We Are:

Convoso is a provider of omnichannel contact center software which dramatically increases customers' contact and lead conversion rates. We back the power of our advanced dialer with the human touch of a dedicated product expert. This invaluable combination delivers higher conversions with less outreach.

What You Will Do:

• Be the main point of contact for all product, technical, and commercial related customer inquiries.
• Proactively manage the success of the account portfolio as it pertains to revenue growth, product adoption, retention, and overall customer satisfaction.
• Develop an understanding of your clients’ workflows and unique challenges, and be accountable for the customer's overall success 
• Execute designated playbooks for ongoing account management outreach and track progress using Convoso’s customer success management tools (Amity).
• Coordinate and deliver basic to advanced training sessions to ensure ongoing product adoption while educating customers on best practices and upcoming product releases.
• Drive customer advocacy in the form of references, referrals, and case studies.
• Perform data driven analysis on usage behavior to identify and prioritize opportunities for expansion, risks for churn, renewal probabilities and overall health of the install base.  Drive growth, retention and engagement of each account.
• Conduct regular strategic business reviews and checkpoint meetings to inform customers on usage behavior, new features, and identify risks for continued product adoption.
• Must be able to meet or exceed target quota.
• Foster innovation and be the voice of the customer internally at Convoso by sharing best practices and new ways your customers can leverage Convoso solutions to advance their digital efforts and outcomes.
• Provide accurate forecasts on the overall health of the portfolio during the week.

Who You Are:

• 5+ years of experience in Account Management or Customer Success in the B2B SaaS industry with a complex software. 
• A proven ability to grow revenue in strategic relationships with clients.
• Passion for Customer Success in a supportive and creative work environment.
• Experience developing and implementing solutions to hit revenue targets.
• Strong customer service skills with the ability to investigate and take action to meet future and current client goals.
• Proficiency in Microsoft Office and Salesforce, as well as familiarity with Zendesk and Zoom.
• Stellar problem-solving skills and enjoy providing a high level of service.
• Willingness to take initiative individually and within a team.

What You Will Gain:

• Surrounded by colleagues who are committed to helping each other grow.
• Energized work environment with the support and tools you’ll need to succeed.
• Learning & Professional development opportunities.

Work perks worth the hype:

• Competitive compensation package
• Stock options
• 100% covered premiums for employees for Medical, Dental, Basic life insurance, Long term disability
• Affordable Vision plan and optional FSA
• No cost Employee Assistance Program and Travel Assistance
• PTO, Paid Sick Time, Holidays, Bereavement time 
• 401k program with generous company match
• Monthly Gym membership reimbursement
• Monthly credits toward food & beverage
• Leadership Development Program
• Company Outings
• On and offsite team building events
• Paid training for departments
• Your birthday off
• Apple laptop
• And a team of highly experienced and kind colleagues!

HQ Office:

• Casual office environment & dress
• Daily catered lunches
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours
• Monthly Massages
• On-site Car Wash 
• Free Parking