Customer Success Manager

What's great about SingleOps: 

Growth Mindset, Customer Success, We Before Me, Simplicity, Get S*** Done How You Want

SingleOps is used daily by thousands of green industry professionals (landscapers, arborists, irrigation technicians, etc.) all across North America, and has processed over $1.5 billion in revenue on behalf of our customers. The green industry is in the early innings of adopting CRM and field service software, and the SingleOps product is enabling this industry evolution. Our customers use SingleOps to manage their customer records, perform estimates & sell work, schedule crews, invoice & receive payment, and to understand critical data about their business like real-time profitability.  

Being recognized as a 'Best Place to Work in Atlanta' we are looking for diverse-minded people who enjoy challenging and fulfilling work to join our mission in redefining an age-old industry. Our team is highly collaborative, innovative, supportive, and we have a lot of fun. If this speaks to you, we want to meet you!

The reason behind the role...

We're looking for a CSM reporting to the Director of Customer Experience. As CSM you will own the client relationship and serve as the main point of contact post-sale from implementation (we like to say customer graduation) through renewal. Using direct client feedback, and data-driven analysis you will create strategies for increasing the value clients receive from SingleOps. As we scale, you will make an impact in leading customer success initiatives that will be crucial to creating “stickiness” to SingleOps offerings while mitigating churn and facilitating expansion. 

Based in Atlanta, but remote candidates welcome to apply!

Your day to day...

• Working with SingleOps Gold subscription customers ($601-1000 MRR)
• Proactively manage approximately 80 accounts who have graduated from Implementation 
• Create and monitor customer health metrics, including NPS, to ensure customers are receiving value from SingleOps and renewals are not at risk
• Audit customer adoption trends to pinpoint product experiences to ensure retention and satisfaction
• Be the customer advocate as SingleOps evaluates core product, marketing, and sales processes; essentially be that glue between the customer and SingleOps
• Collaborate with your team to identify account expansion strategy and application approaches 
• Work cross-functionally to discover and proactively pursue upsell and cross-sell opportunities 
• Become a SingleOps expert over time to nurture customer relationships and deliver the most value out of the platform to convert more customers into brand ambassadors
• < 5% travel when requested by the client

Does this sound like you?

• Bachelor’s degree
• 1-2 years of experience in Customer Success, Account Management, or a similar client-facing role for a B2B SaaS
• Transferable skills of value-based selling, project management, and organization from a background in sales, consulting, recruiting, etc.
• Experience in managing, monitoring, and implementing customer health metrics
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Implementation)
• Impressive executive presence and exceptional communication skills, highly organized, collaborative, and detail oriented
• A customer advocate to build and maintain relationships to mitigate churn, renewals, facilitate satisfaction, and drive engagement
• Proactive to address customer needs and the willingness to make an impact to the CSM department as we scale and grow
• Empowered by our core values (i.e. customer success, simplicity, we before me…)

A few ways to stand out, but not required

• Previous SaaS startup experience
• Experience with ChurnZero
• Green Industry Experience

Reasons why you would love it here!

• An amazing startup culture with a team that supports one another, the opportunity to make a direct impact, and all the fun that’s included!
• Your well-being is important. Therefore we have multiple health, dental, and vision plan options for you and your family. We pay 100% of employee only premiums on our base health insurance plan.
• We also offer additional options for HSA, FSA, Dependent Care FSA, 401k (no match), short-term/long-term disability, life insurance, legal assistance, and much more!
• With Growth Mindset as a core value, we invest in your development with a $1,000 per year professional development stipend for conferences, courses, or anything that may help you grow
• Since you work so hard, no questions asked unlimited PTO for mental breaks and relaxation
• 2021 Atlanta Business Chronicle Pacesetter award as being one of the top 100 fastest growing companies...psst...this is our 3rd time in a row :-). It’s a great time to join the ride!
• We promote a flexible work culture for everyone, including the option to work remotely from home at all times, as well as an awesome headquarters in the Buckhead area of Atlanta. 
• Inclusive company-wide Slack communities to keep everyone engaged and find common interests