Sr. Customer Success Manager

About Us
SPOTIO is a privately held SaaS company based in Dallas, Texas and leading field sales engagement platform. Thousands of sales professionals worldwide rely on SPOTIO to help them increase activity, grow their pipeline, and crush sales goals. We are ranked  #1 on G2 reviews and we've been named one of Dallas-Fort Worth's Best Places to Work by the Dallas Business Journal in 2023 and four times overall.
Position Details
The Sr. Customer Success Manager role SPOTIO is to ensure customers are achieving their desired outcomes and helping them derive value from the platform. The Sr. Customer Success Manager's responsibilities include understanding customer pain points, providing them with the appropriate solutions, assisting with technical support and training, and guiding them in maximizing the software's utilization based on the customer's business needs. By focusing on customer satisfaction and education, they contribute to customer retention and the continued usage of SPOTIO's services.
Responsibilities
Customer Retention, Renewals & Expansion:
Drive customer retention and renewal efforts to ensure long-term partnerships with our valued clients to achieve 95% GRR.
Identify opportunities for account expansion and collaborate with cross-functional teams to drive growth.
Resolve customer escalations.
Customer Satisfaction, Health, and Relationship Management:
Cultivate strong relationships with customers to understand their needs and ensure their satisfaction.
Monitor customer health metrics and proactively address any issues to maintain strong relationships.
Product Expertise and Training:
Develop a deep understanding of our products and services to effectively train customers and maximize their usage.
Serve as a product expert and provide guidance on best practices to optimize customer outcomes.
Process Improvement:
Identify areas for process improvement within the customer success function and collaborate with stakeholders to implement enhancements.
Continuously evaluate and refine our customer success processes to drive efficiency and effectiveness.
Requirements
5+ years of experience in customer success, account management, or a related field.
Bachelor's degree in business administration, marketing, communication, or a related field.
Excellent communication skills, both verbal and written, with the ability to articulate complex ideas clearly and concisely.
Demonstrated ability to understand customer needs and develop creative solutions to address them.
Strong analytical skills with experience in data analysis and interpretation.
Ability to thrive in a fast-paced environment and adapt to changing priorities.
Preferred:
Proficiency in CRM software (e.g., Salesforce, Catalyst) and other comparable tools for managing customer relationships and analyzing data.
Strong leadership skills with experience managing teams or leading cross-functional initiatives.
Deep understanding of the field sales landscape, including competitors, market trends, and customer challenges.
Certifications in customer success, project management, or related fields are a plus.
Benefits
SPOTIO Benefits: Start Day 1
Medical Insurance - SPOTIO pays 100% on the base plan
Dental and Vision Insurance - SPOTIO pays 75% on the base plan
401K with 3% company match
$750 Learning and Development Stipend per year
8 paid holidays + 3 weeks of PTO
Voluntary benefits (pet insurance, legal, accident)
24/7 EAP - Free Professional Counseling Services
WFH - Mon, Thur, Fri
SPOTIO Work Environment:
This position is hybrid. Expected to work onsite Tuesday and Wednesday with a choice to work from home on Monday, Thursday, and Friday.
SPOTIO Values:
Solve For the Customer: Know their goals, business, and how we help customers achieve a 10x ROI.
Play to Win: We lead the way to victory through ownership, urgency, and competitive mindset.
Make it Great: Be the best version of yourself for your family, team, customer and company.
We Know Where We Stand: Open, honest, and timely feedback with clear visibility to the metrics that matter.
Relationships Matter: Collaborate with team members, customers, and partners to accelerate success.
SPOTIO is firmly committed to the principle of equal employment opportunity. SPOTIO offers employment opportunities without regard to race, color, sex, age, religion, national origin, disability, U.S. military and or other prohibited bases of discrimination, both state and local. All aspects of the employment relationship (including recruiting, hiring, training, working conditions, compensation, promotion, discipline, and termination) are subject to this policy. Candidates must pass a pre-employment background check and drug screen.
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas