Customer Success Manager

Job Description

Crew is seeking a passionate, empathetic, and driven individual to join our growing Customer Success team and support our expanding customer base. As a Customer Success Manager at Crew you will partner with our key customers as a trusted advisor and product expert throughout their customer journey. Our CSMs are the primary face of Crew to the outside world and are critical to ensuring that our customers are capturing the highest value from their Crew program.

Your Role

• Manage the post-sale success and retention of a portfolio of Crew’s key customers
• Become a trusted advisor and product expert by proactively communicating and sharing best practices with your customers
• Partner with Account Executives to grow Crew’s footprint within your portfolio
• Build and continuously improve on customer-facing assets
• Work closely with the Customer Onboarding team to support the implementation, configuration, and training of new customers in your portfolio
• Understand and measure Crew’s success against your customers’ key performance indicators, and identify and mitigate high-risk accounts
• Advocate for your customer internally by translating their needs into product/sales improvements and requests
• Build a portfolio of Crew champions who would love to be a reference or case study

Experience and Skills

• 4+ years of Customer Success, Account Management, or similar experience. SaaS-company experience is a plus
• Consistent track record of customer retention and growth
• Excellent communication and interpersonal skills
• Strong analytical skills - experience with Microsoft Excel preferred
• Ability to operate successfully and autonomously in a fast-paced environment
• Empathetic and dedicated to solving our customers’ challenges
• Spanish language fluency is a plus, but not required

Founded in 2015, Crew is a mobile-first communications and scheduling solution that helps companies managing large, distributed teams of hourly workers drive business results like improved staffing, increased sales, and reduced employee turnover. Crew’s simple and secure frontline success platform gives teams the information, motivation, and support they need to do exceptional work. More than 35,000 teams operate more efficiently and profitably with Crew. The company is funded by leading investors, including Greylock Partners, Sequoia Capital, Harrison Metal, Aspect Ventures, DAG Ventures, and Tenaya Capital. Apply for this job