Single Stop is hiring and we're seeking a Customer Success Manager who is all about the client experience. The Customer Success Manager facilitates onboarding, training, and consulting services for new and existing partners. 

Position Summary: 

Single Stop is seeking a Customer Success Manager. The Customer Success Manager (CSM) plays a critical role in the overall success and satisfaction of our partners. A CSM, will be the main point of contact for our customers, ensuring that they are fully supported from onboarding to the ongoing use of Single Stop's technology. They will deliver personalized consulting services, design, and lead training sessions, and ensure our partners maximize the impact of our solutions on the communities they serve. A CSM’s goal is to increase user adoption, mitigate churn, foster long-lasting, productive partnerships, and explore opportunities to expand our relationship. This is a full-time position reporting to the Director of Customer Success and is eligible for earning commissions upon successful contract renewals and adoption. 

Job Title: Customer Success Manager  Location: Remote  FLSA Status: Exempt  Position Type: Full Time  Compensation: $64k to $68k Base + Commission 

Essential Job Functions: 

Onboarding & Training: Lead launch courses to onboard new partners to the Single Stop technology. Deliver training on best practices and provide ongoing support to ensure partners understand and effectively utilize the platform.  Relationship Management: Serve as the primary consultant to partners, helping them implement and optimize their use of Single Stop. Provide tailored consulting services and solutions to meet specific partner needs.  Performance Tracking: Monitor partner performance using data analytics to track outcomes, assess the effectiveness of implementations, and recommend improvements. Provide regular feedback to partners based on their results.  Customer Retention, Success, and Expansion: Work proactively to retain customers by maintaining high levels of partner satisfaction, troubleshooting issues, and resolving concerns. Actively engage with partners to renew contracts and identify growth opportunities.  Collaboration: Work closely with the Business Development team to ensure a seamless transition for new partners. Partner with the Director of Customer Success to develop training content and optimize consulting services.  User Adoption & Churn Mitigation: Act as a thought leader within the organization by providing fresh, innovative ideas for increasing user adoption and reducing churn among partners.  Perform other duties as assigned. 

Experience and Education: 

Bachelor's degree required.  At least 2-3 years of experience developing and facilitating training and/or giving presentations to large and small groups (4-5 years preferred).  Previous experience at a SaaS company.  Experience in account management, including the ability to anticipate partner needs, analyze and evaluate performance metrics, and proactively recommend strategies for success.  Proficient in utilizing technology to deliver training (teleconferencing, videos, online guides, learning management platforms, etc.).  Clear ability to learn and teach the use of new technologies, platforms, and software features to users of all skill levels.  Able to utilize data to assess performance and provide meaningful feedback.  Proficient with Microsoft Office applications.  Passion to work for a mission-driven organization.  Experience designing and facilitating consulting experiences and services for clients.  Proactive team player who brings fresh ideas for user adoption and churn mitigation. 

 QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

TRAVEL REQUIREMENTS: Less than 10% 

 

Equal Opportunity Employer