Customer Success Manager

Description

As a Customer Success Manager, your role is to serve as a trusted partner to our customers, ensuring they receive maximum value from our software solutions. As a key member of the sales team, you will be the intermediary between different roles within the company to give the customer the best support possible—building long-term partnerships and proactively working to drive satisfaction, retention, and growth. Your ability to understand customer needs and align them with our products will be essential in helping both our customers and our company succeed.

Job Responsibilities

Relationship Management & Engagement:

• Work alongside the Account Executive as a primary point of contact for your accounts, fostering trust and credibility with stakeholders at all levels.
• Assist customers in engaging the right resource for troubleshooting issues, beginning new projects, invoicing questions, and product inquiries 
• Identify and encourage satisfied customers to become advocates by providing testimonials, references, or case studies.
• Regular communication with customers on upcoming events, webinars, and any sales expansion initiatives  

Customer Retention:

• Monitor account health, usage trends, and satisfaction levels to proactively address risks.
• Promptly respond to customer inquiries and direct to the appropriate internal resources
• Cadence calls with customers with a high volume of support tickets to ensure internal stakeholders have visibility and issues are resolved in a timely manner

Problem-Solving & Collaboration:

• Partner with Support, Product, and Sales teams to quickly resolve customer challenges.
• Work with the Solution Engineering team to provide scopes for billable services engagements
• Share customer feedback and insights to help improve offerings and influence the product roadmap.

Account Management:

• Lead resource in ensuring accurate customer data is maintained in the CRM
• Monitoring open invoices to ensure customers receive renewal quotes on time and open invoices are addressed 

Requirements

Education/Qualifications:

• Bachelor’s degree in Business, Communications, Information Systems, or a related field.
• Equivalent professional experience may be considered in place of a formal degree.
• 3+ years in Customer Success, Account Management, or another client-facing role within a SaaS or software company.
• Proven track record of managing customer relationships and driving retention and growth.
• Experience with solution adoption and customer lifecycle management.
• Background in enterprise SaaS, B2B software, or subscription-based business models.
• Experience working cross-functionally with Sales, Support and Product teams.
• Ability to translate technical product features into business value for customers.

Starting Salary Range: $70,000 - $78,000

About The Team:

We build the no-code enterprise application platform (a.k.a. “EAP”) that is used by Nextworld’s customers and partners to create and run enterprise-grade business solutions. We have a knack for abstracting complex technical concepts into no-code facilities that are straightforward to use. The Platform allows for the development and execution of involved, integrated business applications — complete with workflow, business logic, eventing, external callouts, notifications, various user experiences, artificial intelligence, and more. Examples of applications suites built on the Platform are enterprise financials, sales, inventory, manufacturing, and real estate.

To see more of the product, including the Platform, and many application suites built on it go to https://www.nextw.com/.

Benefits Of This Role:

• Eligible for discretionary bonus program
• Participation in Nextworld’s Flexible Vacation Time (FVT) program
• Hybrid work schedule
• Eligible for discretionary employee equity program
• Competitive benefits plan for Medical, Dental & Vision
• 401(k) Plan with employer match
• Health Savings Account
• Life Insurance
• $50 monthly food credits for onsite market

Position located in Overland Park, KS. Nextworld's hybrid model has co-location in-office days on Tuesdays, Wednesdays, and Thursdays.

EQUAL EMPLOYMENT OPPORTUNITY: Nextworld is an equal-opportunity employer committed to inclusion and diversity in the workplace. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws, national origin, disability, veteran status, or other legally protected characteristics.

Nextworld participates in the E-Verify program. Learn more about the E-Verify program. https://www.e-verify.gov/

Nextworld is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Nextworld makes hiring decisions based solely on qualifications, merit, and business needs at the time.