Associate Customer Success Manager

Points North is looking for a results-driven Associate Customer Success Manager (CSM) to be part of our growing team. In this role, you will manage a portfolio of clients, focusing on driving retention and renewals, expanding client relationships, cross-selling added software and modules, and maximizing customer value. As a key partner to our clients, you will proactively work with clients to ensure long-term partnerships and business growth.

This is an exciting opportunity to make a direct impact in shaping our customer success strategy.

• Build and maintain strong, long-lasting relationships with clients to ensure their satisfaction and continued use of our products/services

• Proactively manage churn by addressing customer issues, resolving concerns, and ensuring timely solutions

• Conduct regular check-ins and business reviews with clients to assess satisfaction, identify potential risks, and foster loyalty

• Monitor customer health scores and system usage to work to identify potential risks early

• Leverage a deep understanding of the client’s business goals and needs to identify opportunities for cross-selling and upselling additional products or services

• Present tailored recommendations to clients on how they can benefit from upgrading or expanding their product/service usage

• Track and report on the success of cross-sell and upsell initiatives, aiming to meet or exceed revenue targets

• Serve as the primary point of contact for assigned clients, handling inquiries, guiding them through product usage, and managing expectations

• Understand and document client-specific business goals, ensuring our offerings align with their objectives and client feedback is disseminated to appropriate internal teams

• Create and execute account plans with a clear focus on retention, expansion, and customer success metrics

• Proactively schedule and host formal business reviews with designated customer base

• Experience managing customer relationships, driving retention and revenue growth

• A customer-centric mindset with a passion for delivering outstanding service

• Excellent communication, interpersonal, and relationship building skills

• Ability to manage multiple accounts simultaneously, prioritize tasks, and meet deadlines

• Motivated self-starter who is comfortable with ambiguity and a solutions-oriented problem solver

• Bachelor’s degree in Entrepreneurship, Marketing, Business or similar field, or equivalent relevant working experience

• Experience working in a B2B SaaS environment

• 1+ years’ experience in Customer Success or Account Management

• Experience working within highly regulated industries and/or construction industry, preferred

• Local to the Greater Twin Cities area, willing to work hybrid 1-2 days per week out of our Bloomington, MN headquarters

At Points North, we believe that taking care of our team is the foundation of our success. That’s why we’ve created a benefits package designed to support you both personally and professionally:

• Health Insurance:
  Comprehensive medical, dental, and vision plans are available to keep you and your family healthy.

• Retirement Savings:
  Invest in your future with employer-matching contributions to a SIMPLE Traditional and/or ROTH IRA plan.

• Time Off:
  Generous PTO, paid holidays, and Volunteer Time Off (VTO) are offered so that you can take time to recharge and give back to what matters to you.

• Growth Opportunities:
  Professional development is encouraged whether it be in training, certifications, or other opportunities to boost your career.

• Flexibility:
  Depending on the role, remote or hybrid arrangements may be made available to fit your lifestyle and business needs.

For this position the base salary range is $65,000.00-$70,000 per year, plus additional commission-based compensation. Final compensation determinations will reflect your unique experience, skills, and the responsibilities of the role.