Digital Customer Success Manager - Remote
Company: Zywave
Location: San Jose
Posted on: June 25, 2022
Job Description:
Brief DescriptionDo you want an invitation to create high-trust
and digitally immersive experiences that help customers see the
value of their purchase? Are you craving a creative and dynamic
team culture?As a Digital Customer Success Manager (CSM), you will
work as part of a B2B, SaaS, Insurtech customer success team using
predictive analytics, software automation and 1:M (1-to-Many)
service engagement to drive product adoption and revenue retention
across a portfolio of small and medium size customers. By helping
our customers realize their critical business goals you will create
raving fans of Zywave products. You will also work
cross-functionally with our Sales, Support, Product, Marketing, and
Professional Services teams to deliver value, drive adoption &
engagement, and ensure a world-class customer
experience.Responsibilities
- Analyze critical moments throughout the customer life cycle and
uncover opportunities to engage with them.
- Guide our customers by building communications through digital
channels, such as email and appcues, and design and lead
customer-facing webinar experiences.
- Collaborate with others cross-functionally to help build the
digital program and drive a best-in-class customer experience
- Analyze and leverage data to determine how we might best bring
the customer a value-delivering message at the right time, right
place, and to the right user.
- Serve as a strategic advisor to customers by providing
enablement, recommendations, and best practices on how to address
their business goals, needs, and pain points
- Identify opportunities for upsell and partner with sales teams
to drive new business
- Monitor customers' usage at scale throughout their lifecycle to
identify and prioritize at-risk accounts and build ways to mitigate
churn and improve retention
- Develop and implement tailored strategies to ensure our
products are utilized in a way that meets your customer's
objectives and is effective within their organization
- Advocate for customers by providing feedback internal and
keeping the customer experience at the forefrontFactors of success:
- Experience in a digital customer success program with an
understanding of best practices, such as ideas for programs that
have worked and new ideas that you have seen tried and tested.
- Experience in the insurance industry, specifically working
knowledge of the commercial and group help insurance industry is
preferred
- 2+ years of strong performance in customer success management,
account management, or other customer-facing roles in a B2B, SaaS
environment, preferably with responsibility for a book of
business
- Previous experience with digital marketing tools, such as
Google Ads, Analytics, Marketo, Salesforce (SFDC), Monday.com,
Gainsight, or Heap.
- Effective team player with strong ability to build rapport with
internal and external customers.
- Experience leading and developing one-to-many (1:M) engagement
programs such as webinars or programs within communities
- Strong entrepreneurial mindset; you are hands-on and
autonomous. You find creative solutions to problems in a
fast-moving, hyper growth environment
- Strong communication skills (written & verbal) both with
customers and within an organization
- Excellent project management skills and experience leveraging
internal resources to execute against deadlinesFind yourself
checking a lot of these boxes but unsure if you should apply? At
Zywave, we support a growth mindset for our team members through
all stages of their careers. If you meet some of the requirements
and share our values, we encourage you to apply. As part of our
ongoing commitment to a diverse, equitable, and inclusive
workplace, we are invested in building teams with a wide variety of
backgrounds and experiences.Company Background -Why pick Zywave?
Zywave is a cutting edge, fast growing SaaS company that has
revolutionized the insurance industry by helping independent
agencies leverage technology solutions to grow their business in
employee benefits and property and casualty markets. Headquartered
in Milwaukee, WI with employees across the glove, Zywave is
consistently voted a Top Workplace. Our employees enjoy a highly
flexible work environment with endless opportunities for internal
growth & advancement.
Keywords: Zywave, San Jose , Digital Customer Success Manager - Remote, Executive , San Jose, California
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