Customer Success Manager (Remote Position)
Location: Saint Louis
Posted on: January 16, 2022
Customer Success is absolutely vital for High-Performance
Operations. You will be a highly visible team member responsible
for the complete post-implementation success and satisfaction of a
portfolio of Cartegraph's customers. Working alongside regional
team members, the Customer Success Manager (CSM) will own the
relationship and is responsible to identify and leverage
company-wide resources to address customer satisfaction, growth,
renewal risk and opportunity in their portfolio. Our CSM's are
expected to possess knowledge, expertise and experience in SaaS
business models, account management, customer relationship
building, technical and business consulting, root-cause analysis,
and high-performance government. Our CSM's collaborate with the
regional sales team to drive increased contract value with existing
We will only be successful if our customers are receiving massive
value from our service. As such, the Customer Success Manager will
provide customer love, empowerment, value and attention. Because
our clients come to us for a total solution, we need that primary
point of contact to build relationships and enhance the customer
Who We Are
Cartegraph builds safer, more resilient, and more sustainable
communities through better stewardship of critical infrastructure.
We design, build, and sell powerful, intuitive software solutions
that help local government agencies, utilities, and educational
institutions manage their physical assets and associated
operations. With Cartegraph, users optimize the performance of
their assets, drive efficiencies, maximize resources, and reduce
costs through smarter, data-driven decisions.
THE WORK YOU WILL DO
Have a passion for changing the way local government does
Help build a data-driven living lab culture.
Contribute to the overall transformation of the Customer Experience
with Customer Success at the heart of everything you do.
Primarily own and be accountable for ensuring customer success,
growth, satisfaction, adoption and retention within your assigned
Create a customer success strategy by developing strong
relationships with appropriate C-Suite executives, all key decision
makers, and influencers across various city and county
Collaborate with Customer Service on reactive issues identified, in
progress or resolved in relation to the overall success of the
Build a solid base of referenceable customer contacts within your
Maintain, build, and expand a high-accuracy CRM (Salesforce,
Gainsight) by entering, using, and championing data-driven
Assist with accounts through defined implementation and onboarding
Assist with high-level training as-needed.
Provide best practice consultation throughout a customer's
Build relationships and become the customer's trusted partner and
advocate inside Cartegraph.
Engage in determined proactive activities, meeting defined
objectives and eliminating the risk of churn.
Use data to proactively predict and avoid customer challenges to
affect retention rates.
Conduct regular business reviews within the accounts demonstrating
value, progress towards goals, and building long-term roadmaps to
achieve customer goals.
Collaborate with team members to leverage technology in providing
scalable, value-added engagements.
Collaborate on contract renewals with customer and Account Manager
to review progress to goals and discover new initiatives and goals
Encourage customer participation in Cartegraph initiatives.
(Example: Webinars, User Groups, Product Feedback, National
Conferences, Marketing and Promotional materials).
Work with finance department to assist in remediation of past due
Coordinate with sales team to ensure growth and expansion of the
accounts through up-sell and cross-sale opportunities.
Collaborate with customers to build a roadmap that includes
expansion of usage, products, or services.
What You Bring To The Table
Relevant Bachelor's degree; preference for computer science,
business administration, public administration, or related
Scientific, data-driven, analytical, process-oriented mindset
Ability to thrive in a rapidly changing, high-energy,
Strong passion for customers, revenue, and growth
Excellent communication, facilitation, and presentation skills
Deep understanding of value drivers in recurring revenue business
Knowledge of the following terms and how they're calculated: ARR,
MRR, NPS, LTV, Churn (Net and Gross), Net Renewal Rate, Gross
Renewal Rate, and CAC
Knowledge of cloud technologies, security and enterprise
Ability to manage influence through persuasion, negotiation and
Preferred experience in:
Municipal or county government operations
Previous CSM role
Startup or other small business environment
Technical Support and/or Professional Software Services
Systems: Salesforce, Gainsight, MixPanel, PowerBI, MindTouch, and
Ability and willingness to travel 25% or more of the time.
We tried to narrow down to just 5 reasons to work here, but it was
Opportunities to apply your skills and experiences with an
established industry leader
Collaborative work environment
Co-workers with a passion for what they do
Casual and flexible work environment
Competitive pay and benefits
15 days of PTO in just your first year (whoa)
Paid parental leave
One week sabbatical every five years
Paid holidays (plus a couple extra days)
401k plan with generous employer match
Social events, coffee and snacks, foosball and more...
Learn more about working at Cartegraph and our Midwest-Nice
Cartegraph's Culture Video
In our efforts to recruit those who will elevate our success and
ensure a proper career fit, we invite you to complete the Culture
Index Survey. The survey contains two questions and should take no
more than 10-15 minutes. If you have questions, please contact
Cartegraph is an equal opportunity employer. We celebrate diversity
and are committed to creating an inclusive environment for all
employees and do not tolerate discrimination of any kind. If you
are unable to complete our online employment application or require
an accommodation to do so, please call 563-587-3366 for
Keywords: Cartegraph, St. Louis , Customer Success Manager (Remote Position), Executive , Saint Louis, Missouri
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