At Breezeway, the Client Success Manager (CSM) will understand customer experiences through ongoing conversation and analysis of feedback to develop retention strategies and provide feedback for the product road map. They’ll be involved in all aspects of support, account management, training of the product, educating customers and more.The CSM will work closely with our Client Success Reps (CSR), Product and Development teams to develop, execute and track success metrics, introduce and provide training on newly released functionality and funnel feedback to the appropriate departments.

What You'll Do

• Develop reporting and tracking metrics for customer feedback and support requests via Intercom.
• Build and oversee retention focused initiatives in the form of recurring webinars and help guides.
• Serve as main point of contact between Breezeway and a number of named clients overseeing their engagement and success on the platform.
• Collaborate closely with team members to support renewals and expansion opportunities.
• Represent the voice of the customer to provide input into every core product, marketing and sales process.
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.

Who You Are

• Experience working with, and managing, stakeholders and customers.
• A high level of accuracy and attention to detail is required.
• Excellent communication and interpersonal skills.
• Flexible approach, able to operate effectively with uncertainty and change.
• Driven, self-motivated, enthusiastic and with a “can do” attitude.
• 2+ years customer success or account management experience in a SaaS or software company.
• Proven track record of working in a customer facing role.
• Experience working with Intercom or similar live chat platform useful, but not required.
• Bachelor’s degree.