Vitally is looking for a Customer Success Manager to join our Customer Success team. As a CSM, you'll use your analytical, process and communication skills (alongside our own product, of course 😉) to guide our customers growth in Vitally, from early adoption to optimizing their build to wild success. From helping new customers bring their teams on successfully to guiding long-time customers to expand usage and adopt new features, you'll get a variety of experiences in all things post-sales here.

Requirements

• Excellent interpersonal skills with the ability to communicate efficiently and form strong relationships with customer stakeholders at all seniority levels, and expand connections.
• Ability to juggle multiple complex projects, and consistently deliver high quality work internally at Vitally, and externally for their customers.
• Understands Customer Success metrics and KPIs and well versed in principles of CS
• Proactively creates insights from customer’s data, and coaches customers to make sense of their own data.
• Sees potential issues and barriers to success months before they become issues, and is able to put together a plan to proactively solve with minimal escalations.
• Collaborate with CS teams on tasks and projects and log customer feedback.
• Consistently meets or exceeds KPIs that relate to overall business goals and if off track, proactively comes with a plan to get back on track.
• Proactively seeks out expansion opportunities
• Embodies Vitally’s Core Values: Empathy First, Question Convention, Be better than yesterday, Bias for Action, and Share Your Successes and Failures
• Experience using Customer Success Platforms [Bonus: if you’re a Vitally user]
• Passion for helping customers and a commitment to providing exceptional customer service.
• Ability to lead with a solution-oriented mindset.
• Encourages scaleable interactions with customers including joining Office Hours and live Training sessions

Responsibilities

• Manage a book of business of 75-100 customers ranging in ARR between $20-$50K and partner with customers to advise on how to continue integrating Vitally with their CS workflows
• Create mutual success plan with customers to ensure continued achievement
• Identify initiatives/specific goals Vitally can help customers achieve and share best practices in alignment with customer goals