As an Inside Customer Success Manager (CSM), your role is to drive usage and adoption within assigned customer accounts. You’ll provide guidance to customers in using Brainshark’s suite of products and services to solve their business challenges. Your goal as part of the customer success team is to help customers get to value quickly and continue to realize value as their business needs evolve. 

We’re looking for go-getters: you’ll proactively reach out to customers to engage them about their use of the Brainshark applications they have purchased and implemented. You must be able to work both strategically and tactically with customers; making the connections between their business initiatives and how to best use the Brainshark application and services to enable them.

Inside CSM Responsibilites:

• Drive adoption for licensed products and services to help customers realize value and to ensure contract renewal
• Conduct a regular quarterly cadence of high value conversations including health checks, training and other targeted outreach
• Consult with customers to understand their goals, needs, and challenges and advise them on approaches
• Share best practices, case studies, and product updates with customers; and drive engagement with community resources and programs that support their success 
• Demonstrate Brainshark product capabilities in a way that helps the customer clearly understand the value and benefits and how they can be used; guide customers through using the capabilities within their own sites
• Train and onboard new administrators and users; conduct refresher training and user group sessions
• Collaborate across Sales, Support, Product, and Implementation teams in supporting customer needs and growing account relationships
• Use Gainsight and Salesforce to manage and monitor customer relationships, ensure company-wide visibility into account health, risk, and activity; and to hand qualified growth opportunities to Sales

Qualifications:

• 0-2 years of Customer Success Experience or equivalent sales experience
• BS/BA degree or equivalent
• Aptitude for Software as a Service (Saas) applications and desire to be hands-on with the technology
• A motivated, energetic and proactive approach in meeting customer needs, company goals and personal career goals
• Excellent verbal, written communication, presentation and application demo skills; ability to engage customers over the phone, web, email, and face-to-face
• Excellent interpersonal and team collaboration skills
• Creative problem-solving skills; curiosity in understanding underlying needs or issues
• Professional and consultative approach in working with customers’ executive leaders and their teams
• Ability to work independently and prioritize effectively in a complex environment
• Travel is not a significant part of this role; however, you may be asked to travel occasionally to customer meetings as opportunities arise for the development of the customer relationship or your own skill development. Most often this will be regional travel (within driving distance)