Customer experience manager [h1.location_city]

Customer Success Manager

ghSMART is a premier leadership advisory firm known for its data-driven approach to solving critical business decisions for CEOs, boards, and investors. We serve as trusted advisors on their most important people and talent priorities. As we introduce our new ghSMART Leadership Intelligence Platform, a suite of SaaS applications designed to enhance client interactions, we are seeking a dynamic Customer Success Manager to lead this transformation.

Our culture is entrepreneurial and collaborative, with a strong focus on innovation and client success. Our team is made up of over 175 extraordinary individuals who become trusted advisors to these leaders, helping amplify their positive impact on the world. We advise on the art and science of building winning leadership teams, doing meaningful work every day.

The Customer Success Manager (CSM) will oversee the deployment and integration of our new Leadership Intelligence Platform at our largest clients. Acting as a liaison between clients and the internal product development team, the CSM will also provide essential insights and feedback to facilitate continuous improvement of the platform.

This role is critical for driving client success and satisfaction, thereby enhancing ghSMART's reputation and strengthening client relationships. You will ensure that clients derive maximum value from the platform, contributing to the firm's long-term success and growth.

Responsibilities

• Ensure the successful adoption of the Leadership Intelligence Platform at our major clients.
• Guide client and internal teams transitioning to the new leadership SAAS platform via demos, workshops, etc.
• Collaborate with clients' technical teams to address integration challenges, providing ongoing support and training.
• Monitor and report on platform performance and usage at clients, using data-driven insights to recommend improvements.
• Achieve a customer satisfaction score of 90% or higher from key clients.
• Build and maintain strong relationships with key stakeholders at client organizations, acting as the primary point of contact for platform-related inquiries.
• Conduct regular check-ins and reviews with clients to ensure satisfaction and address concerns.
• Develop and implement strategies to enhance client engagement and retention. Achieve a client retention rate of 95% or higher within the first year.
• Develop strong relationships with ghSMART Client Managers (CMs) and Associate Client Managers (ACMs) for effective collaboration.
• Engage with ghSMART consultants to understand their roles and contributions to client success.
• Gather and analyze client feedback to identify areas for platform improvement.
• Collaborate with the CPO and development team to prioritize and implement enhancements based on client needs.
• Ensure effective documentation and communication of feedback to relevant teams.

You Bring

Opportunity to become the best. Our clients are the best of the best, so we have to be too. You'll learn and grow as part of a team of exceptional people, working in an environment of generosity and gratitude.

Freedom to choose. Our firm is different, you'll have the freedom and flexibility to chart your own career path within a firm full of opportunities. Plus, there is zero commute time our team all work from their home offices.

Do meaningful work. Our clients are leading world impact, and you will influence that daily.

Have your voice and talents recognized. We are a flat organization that values proactivity and ability over bureaucracy and tenure. All our decisions and actions are guided by our Values and Credo - to help leaders amplify their positive impact on the world.

Compensation

Certain US jurisdictions require ghSMART to include a reasonable estimate of the salary range for this role. We are built on a culture of freedom and flexibility, we operate fully remotely, and our team members balance deeply energizing, high intensity work, with flexible schedules to support life outside of work. Our compensation model reflects these values. Compensation for this role in the United States includes base salary, annual discretionary performance bonus, 401(k) plan with an annual employer contribution, and a comprehensive benefits package. You should reasonably expect a base salary of $120,000 - $135,000. In addition, we offer an annual discretionary performance bonus.

ghSMART is an Equal Opportunity Employer committed to fostering an inclusive and diverse workplace across all of our global locations. We welcome applicants of all backgrounds and ensure equal employment opportunities without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Our global policies and practices are designed to support an environment of respect and equity for all.