Customer Success Manager
Costa Rica
Customer Success – Customer Success /
Full-time /
Hybrid
Who we are
Mindtickle is the market-leading revenue productivity platform that combines on-the-job learning and deal execution to get more revenue per rep. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the #1 sales onboarding and training product. This year, Mindtickle was recognized for its outstanding customer support winning a Gold Stevie Award for Sales and Customer Service.
Position Overview
CSMs are the keepers of our client partnerships, ensuring that we deliver value to our customers every single day. They are the primary contact for accounts post-sale and are responsible for the overall success and renewal of assigned accounts.
CSMs have a deep understanding of sales tech space. They also have solid MindTickle product knowledge with a deep understanding of how the MindTickle platform can be deployed to support a variety of use cases. CSMs work proactively to drive customer value and ensure that stakeholders are achieving their desired outcomes. They use a metrics-driven approach to monitoring customer health, which enables proactive intervention.
Position Responsibilities
- Managing clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
- Building relationships and ongoing communication with senior-level stakeholders to understand their business needs and desired outcomes, and to showcase the impact of MindTickle on their strategic initiatives.
- Advising on strategic and program planning to ensure ongoing usage, further adoption, and alignment of MindTickle with business needs.
- Weekly tracking and monitoring of client usage, milestones, value, and health metrics; proactively intervening as needed.
- Showing customers how MindTickle features are used as they explore new use cases post-onboarding.
- Conducting business reviews of activity, outcomes, data insights, and value.
- Developing success plans, nurturing and supporting internal champions who will serve as references and advocates.
- Keeping clients informed about product enhancements and advocating for their product needs.
- Recommending and selling add-on Professional Services as needed to improve the customer’s use of MindTickle.
- Overseeing customer-driven product enhancements and interfacing with the client and MindTickle Product Management.
- Keeping the MindTickle team (CSM, Sales, Professional Services, Tech Support) aligned to deliver exceptional customer experience.
Qualifications
- 5+ years of experience in Customer Success with a SaaS based company.
- Must have strong experience & understanding of buyer personas in the sales enablement space - CRO's, sales leaders, etc.
- Experience in managing multi-group or global accounts.
- Highly analytical and experience working with data-driven dashboards and reports.
- Experience forging relationships with senior-level stakeholders; understanding business goals, strategic plans, metrics, and challenges; collaborating on solutions.
- Track record of proactively identifying problems and resolving them before they escalate.
- Superior communicator with excellent writing and verbal communication skills.
- Experience working with a rapidly changing product and thrive in a dynamic, fast-paced environment where change is the only constant.
- Hungry and humble with a low ego, and willing to do whatever it takes to succeed.
- Personable and collaborative with a track record of working successfully across teams.
Our culture & accolades
As an organization, it’s our priority to create a highly engaging and rewarding workplace. We offer tons of awesome perks and many opportunities for growth.
Our culture reflects our employee's globally diverse backgrounds along with our commitment to our customers, and each other, and a passion for excellence. We live up to our values, DAB, Delight your customers, Act as a Founder, and Better Together.
Mindtickle is proud to be an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.
Your Right to Work - In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.
