Customer success managerBOLDR PH, INC.

Customer Success Manager
Time zone: Eastern Time Preferred
Coverage: 9:00 AM to 5:00 PM weekdays
Location: Remote
Overview
We started a new project to build fast, comprehensive, reliable, and secure data ingestion to organizations that wish to repurpose our content in other contexts. The project aims to improve the user experience of readers beyond our websites; increase the reach and discoverability of content; and improve awareness and ease of attribution and verifiability by the organizations that reuse our content the most - all through revenue-generating services.
Role
As a customer support manager, you will work with the Director to help our customers get the most out of our products. You will be responsible for building and maintaining relationships with our customers and the teams within the company. Our customers will work closely with you, to switch from their current suite of APIs to new products. Beyond adoption, you will drive our customers along their journey to full product adoption in collaboration with Sales, Marketing, Product, Engineering, and Operations. At all times, you will be the voice of the customer experience within our team.
Responsibilities
Ensure the customer sees their desired value/outcomes during their journey with our company
Manage professional service requests
Offboard customers from existing products and onboard them to new ones
Coach customers to ensure they leverage all resources available to them
Create a structured and detailed playbook for retaining and growing customers
Identify metrics and collect data to measure the return on investment (ROI) of customer success
Create a health score for customers to measure activation throughout their journey
Delight customers, so they provide references and testimonials
Become an expert in our APIs
Produce customer case studies to help improve the sales process
Be the voice of the customer during the product development process
Identify opportunities to collaborate with customers on marketing efforts that are mission-aligned
Provide professional services:
Guidance around the complete set of service offerings available, including integration of Services with technology services offered by the organization
Technology architecture assistance, including how and what to query, how often to re-query, where data lives, and how to best combine data
Attribution consulting, including how to best attribute based on delivery method
Demonstration of best practices for leveraging Services in new project initiatives
Skills and Experience
Educated to degree level and or equivalent experience
3-5 years experience as a customer success manager for a B2B SAAS company
Proven experience collaborating across business teams (sales, marketing, operations, customer support)
Excellent communication and interpersonal skills
Proven experience building and tracking customer success metrics that secure contract renewal and ensure growth
Working knowledge of the software development process
Experience managing CRM systems
Customer-centric and empathetic
Qualities that are important to us:
A desire to make meaningful contributions to knowledge equity, free culture, and open access
Ability to communicate clearly in both synchronous and asynchronous channels
Additionally, we'd love it if you have
Experience work with teams building APIs