Customer Success Manager (Remote)

Customer Success Managers (CSM) are responsible for developing customer relationships that promote customer retention and loyalty. CSMs work closely with customers to ensure they are satisfied with Criteria’s pre-employment assessments and platform and to improve upon areas of dissatisfaction.  

At Criteria, the Customer Success Manager (CSM) will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map. They’ll be involved in all aspects of support, account management, demonstrating the product, educating customers and more. In addition, the CSM is encouraged to provide customer feedback to the product team to continue the refinement of features and additions to our SaaS platform.  

Duties/Responsibilities: 

• Ensure that all customers derive maximum value from their subscription investment. 
• Onboard new clients, managing all aspects of the account, user administration and provide product training based upon client specific use cases and objectives. 
• Understand Criteria’s strategic and competitive position and be an effective advocate for our product. 
• Identify and grow opportunities within each account (expansions, integrations, additional features, etc.). 
• Persuade customers to renew annual subscriptions, maintain high customer retention rates. 
• Identify, analyze, and remove roadblocks to growth to ensure customer success. 
• Develop success plans for each client. 
• Rapidly and efficiently respond to incoming customer support calls and emails. 
• Provide web-based training and product implementation support. 
• Follow up and settle all customer requests to satisfactory conclusion. 
• Document all customer interactions in our CRM software. 
• Drive product improvements and help inform product development initiatives by listening to customer feedback and relaying it to our product development team. 
• Additional duties as assigned. 

Required Knowledge, Skills, and Abilities:  

• Strong verbal and written communication skills.  
• Exceptional interpersonal and customer service skills. 
• Excellent sales and customer service skills. 
• Solid organizational skills, follow-through, and attention to detail. 
• Excellent time management skills with a proven ability to meet deadlines. 
• Strong analytical and problem-solving skills. 
• Proven ability to prioritize tasks and to delegate them when appropriate. 
• Knowledge and understanding of web-based technologies, curiosity, and enthusiasm 
• Proficient with Microsoft Office Suite or related software. 
• High school diploma or equivalent, required. Bachelor’s degree, preferred.  
• At least two years’ related experience (customer success, account management, customer service, renewal sales, training, or technical support) required.  
• Solid business acumen, and experience with SaaS model, preferred. 

What Criteria Corp brings to the table:

• Excellent benefits packages (including medical, dental, vision, life insurance, 401(k) w/ employer match, generous paid parental leave policy, generous vacation time, and more!)
• We have an extensive onboarding and training program to help provide a foundation for success.
• Monthly technology/mobile phone allowance.
• Open BYOD Policy: Bring your own dog to work as we are a dog-inclusive office. When you come into work you'll frequently get greeted by one of the many Dogs of Criteria (check them out on Instagram: https://www.instagram.com/dogsofcriteria)