Limeade is an employee experience software company on a mission to transform work into a source of positivity, energy, humanity, and purpose. Founded in 2006, Limeade is a pioneer in the HR technology industry and is consistently recognized for its own award-winning culture. Today, Limeade solutions are used in approximately 100 countries around the globe. We help every employee know their company cares – and deliver people and business results that matter. Limeade partners with its customers to transform the overall employee experience by helping to improve employee well-being, engagement, and sense of inclusion – in addition to reducing the risk of unwanted turnover and burnout. To learn more, visit www.limeade.com (AXS listing: LME)
As a Senior Customer Success Manager you will be supporting all elements of customer happiness for our TINYpulse product, including onboarding, delivery, education, consulting, retention and strategic support. As a Senior Customer Success Manager, you will be responsible for working with and ensuring the long term success of our mid market and enterprise customers. In this role, you will have the opportunity to partner as a strategic advisor to our customers by gaining a deep understanding of their businesses and being their go-to resource. Review the job responsibilities and candidate characteristics below, and if this sounds like you, be sure to apply! We look forward to hearing from you and learning more about your interests.
This position will report to the VP of Customer Success.
What you’ll do:
Successfully lead all aspects of proactive customer communication and results for high profile customer relationships
Provide strategic support for large, high touch mid-market and enterprise accounts including active follow-up and communication.
Conduct regular Quarterly Business Reviews to track progress against the customers' goals and assess the level of satisfaction.
Oversee cross-functional support for your portfolio of customers, including product, marketing, data scientists, executives and more, to ensure maximum happiness
Generate strong trusted relationships with key customer partners that helps to validate the TINYpulse value proposition and uncover additional opportunities
Share customer successes and help develop case studies
Use data to glean strategic and actionable insights that delight your customers
Continually identify, unlock and achieve revenue growth for your customers
Own and drive all aspects of customer account management necessary to meet net dollar retention KPI’s (ie. renewals, uplifts, churn/save negotiations, etc.)
Promote product adoption of new and existing modules to increase customer embeddedness
Understand different customer personas and provide product ROI based upon the persona
Be a role model of our core values: Delight customers, elect and spread positivity, Lead with solutions and embrace change, Increase communication with transparency, Go the extra mile with passion, Hold oneself accountable, Treasure culture and freedom
What you’ll bring:
5+ years of experience in a Customer focused / Account Management type-role
Bachelor’s degree or equivalent experience or aptitude
Track record of success growing and retaining large, mid-market to enterprise customers
Strong and proven written, verbal and presentation skills
Data-driven with the ability to identify key metrics, monitor and track performance, and make solid business decisions
Excellent time management and organizational skills
Comfortable in a fast-paced startup environment
Proficient in ClientSuccess (or other Customer Success tools) and Salesforce
Ability to travel once per quarter
SaaS and/or HR software experience a plus
Who you are:
Delight Customers – You don’t just satisfy the customers’ needs. You see the opportunity to build deeper, longer-lasting relationships. You turn your customers into advocates.
Self-starter – You don’t need to be told what should be done. You’re able to assess a situation and take care of the responsibilities with little to no direction
Highly Curious – You ask thorough and pointed questions, guiding potential clients through needs analysis and discovery sessions to qualify the lead and drive new opportunities
Data-driven – You have the ability to identify key metrics, monitor and track performance, and make solid business decisions
Team Player with an Entrepreneurial Spirit – You come up with and are willing to try new ideas to achieve greater levels of success. You know that the effort put into a task is directly reflected in the outcome and you’re willing to go the extra mile to ensure the results are top-notch
Positive – You have a goal-oriented attitude and mentality, motivated both as an individual and as part of a team
Detail-oriented – You recognize that the small things make a big difference and you ensure nothing slips through the cracks
Growth mindset – You recognize that this role has the opportunity for growth and development. Success in this role will lead to an expansion of responsibilities and an opportunity to advance in your career
Limeade provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Limeade will provide reasonable accommodations for qualified individuals with disabilities.
Please Note: Limeade is currently unable to support visa sponsorship for those living in the United States and working under an H1B visa.