Customer Success Manager

Job Title: Customer Success Manager (CSM)Department: Customer SuccessLocation: On-Site - Tempe, ArizonaReports To: Sales LeaderPosition OverviewWise Pelican is seeking a highly motivated and customer-focused Customer Success Manager (CSM) to join our growing team. The CSM plays a crucial role in ensuring customer satisfaction, retention, and account growth. This position is responsible for building strong relationships with clients, driving adoption of Wise Pelican's solutions, and proactively identifying opportunities for upselling and cross-selling. If you are passionate about delivering an exceptional customer experience and driving long-term value, this is the perfect opportunity for you.Key ResponsibilitiesCustomer Onboarding & Engagement - Guide new customers through a seamless onboarding experience and ensure they are set up for success.Account Management - Maintain strong relationships with assigned accounts, acting as the primary point of contact for support, strategy, and growth.Retention & Expansion - Proactively identify and address customer concerns to reduce churn while identifying opportunities for upselling and cross-selling.Customer Advocacy - Act as a customer champion, gathering feedback and collaborating with internal teams to improve products and services.Performance Tracking & Reporting - Monitor key customer success metrics such as Net Revenue Retention (NRR) and customer health scores to ensure long-term satisfaction.Qualifications & Experience2+ years of experience in customer success, account management, or customer support roles.Proven ability to drive customer retention, satisfaction, and account growth.Strong communication and relationship-building skills.CRM experience (HubSpot preferred) and familiarity with customer engagement tools.Ability to manage multiple customer accounts and prioritize tasks effectively.A proactive, problem-solving mindset with a passion for delivering exceptional customer experiences.Why Join Us?At Wise Pelican, we foster a collaborative, results-oriented environment where every team member plays a pivotal role in our growth. We offer:Competitive Compensation - Base salary + performance-based incentives.Career Growth Opportunities - Clear pathways for advancement into senior customer success roles.Training & Development - Hands-on training, mentorship, and industry-leading tools.Supportive Work Culture - A team-driven environment that values innovation, collaboration, and success.Wise Pelican Core ValuesAt Wise Pelican, our core values define our culture and guide our actions:Customer-Centric Excellence - Always put the customer first and strive for the best experience.Innovation & Growth - Embrace new ideas and continuously improve.Accountability & Ownership - Take responsibility and follow through with commitments.Collaboration & Teamwork - Work together to achieve success.Integrity & Transparency - Be honest, ethical, and open in all interactions.Compensation StructureBase Salary: $40,000-$45,000 per yearPerformance Bonuses:5% commission on upsells within assigned accounts.Quarterly Bonus: $2,000-$4,000 based on NRR achievement (e.g., 100% = $2,000; 110% = $4,000).Application ProcessAre you a customer-focused professional eager to make an impact? Apply today by submitting your resume and cover letter, detailing your experience in customer success, retention, and account growth.

Created: 2025-02-14