Customer Success Manager

Customer Success Manager

The Uniform Solution is looking for a Customer Success Manager who's passionate about delivering world-class service and outcomes for our client community. This is a key role on a small, tightly integrated team. You'll bring strategy and proactive planning to a book of named, high-tier accounts, owning their retention and reference ability, while also serving as a customer success resource and guidance point for the broader client base.

This role is also our payments processing lead: in addition to our software, we sell and manage payment processing services for our clients, and the CSM works with current software clients to bring them onto our payments platform and supports them throughout that relationship.

As a trusted advisor and value advocate, you'll help clients get the most out of The Uniform Solution and partner across Sales, Support, Marketing, Product, and our payments partners to drive real results. You'll also be our front line for at-risk clients: meeting with any customer, large or small, who has begun the non-renewal process to understand their concerns and work to save the relationship.

The ideal candidate is a skilled problem solver with prior experience as a CSM or client-facing project manager, a bias toward action, and a genuine commitment to client success.

• Own logo and revenue retention, and cultivate referenceable clients (references, case studies, and advocacy)
• Build and maintain multi-level relationships, establishing yourself as a trusted advisor
• Develop and execute client-specific success roadmaps that drive measurable, positive outcomes
• Serve as a value advocate, helping clients realize as much value as possible from their investment in The Uniform Solution
• Evaluate and analyze client needs, and bring that insight into company discussions and decisions on how those needs can be met
• Take ownership of client issues and follow them through to timely resolution, working closely with other teams as needed

• Serve as a customer success resource and guidance point for the full client base, including smaller accounts (advisory and enablement, rather than dedicated strategic engagement)
• Own lost renewal workflows and outcomes, including meeting with any client, large or small, who is at risk of non-renewal, understanding the drivers and working to save the account
• Own win/loss research, reporting, analysis, and recommendations for the business
• Serve as an added escalation point for client issues, and help the broader team strengthen escalation prevention and management
• Act as a brand ambassador to our market
• Serve as the payments processing lead for the business unit, growing payments adoption and associated revenue across the client base, and guiding and supporting current clients in aspects of their payment processing business with us, including items related payments hardware
• Interface with our payments support team on behalf of our clients, coordinating resolution and acting as the client's advocate

• Process improvement: contribute to designing, planning, and executing paths to an improved client experience for all clients
• Solution knowledge: learn our suite of products deeply, building a working knowledge of both the end-user experience and configuration options
• Work alongside the Support team as needed
• Occasional travel to visit key accounts and attend trade shows

• Customer focus:
  Dedicated to meeting the expectations and requirements of internal and external clients; uses first-hand client insight to improve products and services; earns trust and respect
• Communication:
  Communicates clearly in writing and verbally, and fosters positive, durable business relationships at multiple levels of an organization
• Problem solving:
  Uses sound logic and a consultative approach to solve difficult problems; sees beyond the obvious and doesn't stop at the first answer
• Drive for results:
  Counted on to meet and exceed goals; takes ownership and follows through with strong follow-up
• Collaboration:
  
  Works cooperatively across teams and with clients to build mutually beneficial partnerships and achieve results; motivates others to collaborate…