Customer Success Lead

About the Role

As a Customer Success Lead, you will play a pivotal role in driving customer satisfaction, retention, and growth for ShowMojo, a SaaS company and leasing automation platform in the Prop Tech space. To learn more about us visit: showmojo.com. You will be responsible for managing a portfolio of key accounts, identifying opportunities for upselling and cross-selling, and mitigating churn. This role requires a strong understanding of our product, excellent communication skills, and a passion for building long-lasting customer relationships.

Values

ShowMojo strives to connect individuals that closely align with our values:

• Do you have the confidence to exchange opinions in an open environment with respectful candor?
• Are you self-directed and able to proactively solve problems?
• Do you pride yourself on showing up prepared and feel personal responsibility to see your accountabilities through to completion?

If this resonates with your personal values, we would like to have a career discussion with you.

Responsibilities

• Customer Relationship Management:
• Build and maintain strong relationships with key accounts.
• Proactively identify and address customer needs and pain points.
• Conduct regular business reviews and check-ins with key accounts.
• Customer Success Strategy:
• Develop and implement a comprehensive customer success strategy aligned with company goals.
• Track key metrics and analyze customer data to identify trends and opportunities.
• Collaborate with cross-functional teams to improve customer experience and product adoption.
• Churn Reduction:
• Proactively identify at-risk customers and develop tailored retention plans.
• Conduct thorough churn analysis to understand root causes and implement preventive measures.
• Work closely with customer support and sales teams to resolve issues and improve customer satisfaction.
• Upselling and Cross-Selling:
• Identify opportunities for upselling and cross-selling within existing accounts.
• Develop and execute targeted sales campaigns to drive revenue growth.
• Collaborate with the sales team to close deals and ensure smooth transitions.
• Event Management:
• Represent the company at 4-6 industry tradeshows per year.
• Plan and execute effective trade show strategies to generate leads and build brand awareness.
• Manage logistics and coordinate with marketing and sales teams to ensure successful event participation.

Requirements

• 5+ years of experience in customer success, account management, or a related field.
• Proven track record of managing key accounts and driving customer satisfaction.
• Strong understanding of SaaS business models and metrics.
• Excellent communication and interpersonal skills.
• Ability to build strong relationships with customers at all levels.
• Strong analytical and problem-solving skills.
• Experience with CRM and customer success tools.
• Willingness to travel for industry events and customer visits.

Benefits

• Competitive salary and benefits package.
• Remote work opportunities.
• Opportunities for professional growth and development.
• Collaborative and supportive work environment.

If you are a passionate and results-oriented individual who thrives in a fast-paced environment, we encourage you to apply.