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Customer Success Manager

The Opportunity

Want to work for a company where you can have a genuine impact, be passionate about what you do, and work with a great team of people? At FastSpring, we work hard while keeping a fun, collaborative, and casual atmosphere. Headquartered in downtown Santa Barbara, our offices are just a few minutes from great restaurants, shops and the beach. If you're highly driven and want to work at an exciting, fast-growing e-commerce and subscription management SaaS company, consider joining the FastSpring team. We offer a dynamic work environment, competitive compensation, equity, growth opportunities, benefits, and more for the right candidate.

The Position

The Customer Success Manager will act as the client relationship owner of FastSpring’s valuable accounts. It is an extremely critical role in helping us realize our goal of providing our clients with an unequaled client experience, and retain our most valued clients.  To assist with this goal, the ideal candidate will have the highest caliber customer program management skills. This role covers relationships with external customers and internal resources and manages all elements of the relationship process – from onboarding to renewals.  This individual will manage the customer experience across a specified customer base, meeting agreed upon engagement, expansion, and retention targets.   This individual will educate our valuable clients on our product and service offerings, set clear expectations for deliverables, and pro-actively support and enable our clients to be successful. The CSM has the unique challenge of understanding our customers’ needs and strategic objectives to uncover how FastSpring can best serve them in achieving their business objectives. At the same time, the CSM must act as an influencer, connector, and coordinator to make sure that we are pulling together the right team, at the right time, and delivering services in such a way that our customers come to trust and rely on FastSpring even more.

In this role, the CSM will serve as a key business contact working with C-Suite and other high level executives, and act as client liaison responsible for successful product adoption and overall management of the client relationship to include reporting and analytics of revenue impact tied to client success, client testimonials, client references, and case studies.

Skills and Experience

This is a representative list of the general duties the position may be asked to perform and is not intended to be all-inclusive.

  • Establishes productive, professional relationships with key personnel in assigned client accounts.
  • Works closely internally with sales, professional services, customer service, and product teams to proactively manage each customer’s success.
  • Drives engagement, high participation, and increase feature adoption across all client accounts.
  • Responsible for having a deep understanding of clients’ business models, their overall goals, and their business needs and how FastSpring can be part of their solutions.
  • Coordinates the involvement of company personnel, including support, service, product, and management resources, to meet account performance objectives and clients’ expectations.
  • Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
  • Represents the clients’ needs and is their voice in all internal process improvement-related initiatives.
  • Designs, develops and delivers operational reports and analyses, i.e., status of findings, exception report of unworked opportunities, and projected cost savings/increased revenue that demonstrate product ROI.
  • Documents, monitors, and audits records of customer interactions and issues, recording details of inquiries, complaints, comments, and all associated internal actions taken and/or information provided.
  • Travels to attend face-to-face client meetings, as necessary.
  • Makes our customer successful!
  • All other duties as assigned.

Qualifications

  • Must have a minimum of 5 years account management experience, or equivalent combination of experience.
  • Must have at least 5 years strong customer service experience. Regular interaction at the Executive, C-Suite, proprietor level strongly preferred. 
  • Bachelor’s degree or equivalent combination of education and experience.
  • 20-30% travel and a willingness to work a flexible schedule required.
  • World class problem-solving, critical thinking, communication, project management and relationship-building skills.
  • Knowledge of CRM/Business Software in the capacity of a user, support, administrator or sales, preferably in a web delivery environment.
  • Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities preferred.
  • Skilled at negotiating business terms with line-of-business, senior management, and/or C-level executives.
  • Advanced program management and customer success skills.
  • Data driven with a commitment to process; drive/track consistent engagement processes.
  • Previous experience with an annual subscription sales model preferred.
  • SalesForce know-how a must, and Customer Success platforms know-how preferred.

About the Company

With thousands of customers worldwide, FastSpring powers the digital economy with a cloud-based e-commerce & subscription management platform that helps software & SaaS companies monetize their products and services online, and on a global scale. FastSpring provides an end-to-end payment processing, merchandising & fulfillment solution for companies that sell desktop software, SaaS, video games, e-books and other digital products.

FastSpring is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer. Candidates are considered for employment with FastSpring without regard to their race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status (specifically status as a disabled veteran, special disabled veteran, Vietnam Era veteran, recently separated veteran, armed forces service medal veteran, or other protected veteran) or other classification protected by applicable federal, state or local law.

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