Customer Success Manager

Position Overview:

Job Summary

DocuPhase is a rapidly growing software company headquartered in Clearwater, Florida. We take great pride in our comprehensive process automation software, designed to adapt to the ever-changing needs of the modern workplace.  

The ability for our clients to see lasting results is vital to our long-term profitability. We need a Customer Success Manager dedicated to fostering positive partnerships with clientele in order to promote outstanding retention and loyalty.  

The right person for this role will ensure that our customers are receiving exceptional performance, attentive support, and enduring value from the DocuPhase platform. This role includes responsibilities for Customer Success activities (on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). 

Duties And Responsibilities

• Function as the customer advocate and provide internal feedback on how we can better serve our enterprise customers 
• Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning, and execution 
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs 
• Ensure that a plan is in place with each customer for deployment, change management, and adoption programs 
• Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes 
• Track accounts to identify churn risk and work actively to eliminate that risk 
• Partner with Sales and Professional Services to develop a plan for making our product a part of each customer’s core architecture 
• Simultaneously manage multiple customers who are at different points on the account lifecycle 
• Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen DocuPhase proficiency 
• Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas 
• Manage and handle customer escalations by gathering escalation details and tasking out steps for resolution to necessary departments or employees
• Keep customer information up to date (key contacts, software usage, etc.) 
• Develop DocuPhase Ambassador program for key accounts that outlines a qualification matrix and partner program for potential references 
• Identify customer accounts for DocuPhase Ambassadors willing to act as references for organizations going through the sales process 
• Manage and track customers’ success, goals, and their transformations through using DocuPhase and work with marketing to develop relevant case study materials

Required Experience/Skills

• 4+ years experience in a customer-facing position 
• Ability to manage influence through persuasion, negotiation, and consensus-building 
• Ideally combined background of post-sale and sales experience 
• You have a track record of delivering value to complex enterprise customers with large employee bases  
• Strong empathy for customers AND passion for revenue and growth 
• Deep understanding of value drivers in recurring revenue business models 
• Analytical and process-oriented mindset 
• Demonstrated desire for continuous learning and improvement 
• An enthusiastic and creative leader with the ability to inspire others 
• Excellent communication and presentation skills 
• Relevant Bachelor’s degree; preference for computer science or related degrees