Customer Success Manager

First of all - Thank You!

This probably isn’t the first job description you’ve read today. Maybe this is one of over 100 you reviewed this week. So, before we go any further, we want to stop and say thank you for considering this role. We know you have options and we’d like you to consider adding us to that list.

About Leadr:

Simply put - Leadr is a performance management platform built on the unique belief that the best way to drive results is developing your employees.

Our product has been inspired by our 5 foundations, which are that every employee -

 1. Has consistent 1:1 meetings

 2. Understands and recognizes their unique strengths

 3. Receives consistent feedback

 4. Has clearly documented goals

 5. Has a personalized development and growth plan

Leadr's innovative platform works to redefine leadership, cultivating an environment where managers evolve into effective leaders, teams flourish, and organizations achieve their full potential.

Effective Leaders.

Healthy Teams.

Increased Results.

If this mission matters to you, we'd love to meet you!

What Makes This Job Meaningful?

The workplace has changed. Today's employees seek more than just pay or title; they seek careers where they can learn, grow, be challenged, and valued for the ideas they bring to the table. Unfortunately, most organizations lack the tools and structure needed to create this kind of coaching and development culture across every team and every manager. Instead, their development efforts are buried in disconnected systems or compliance-based HR software. When you join Leadr, you’ll be helping us to solve this incredibly complex, yet worthwhile, puzzle of one to one people development at scale within organizations.

Imagine the impact: with a centralized employee development center, you'll empower managers, enhance workplaces, and boost engagement across organizations. Because your efforts have created a ripple effect of positive change throughout the organization, employees actually want to come to work on a Monday morning. All because you joined us in our mission of creating 1M Leadrs.

Your Role:

Leadr is seeking our next tenacious Mid Market CSM to help us bring the first people development software to the world’s most influential organizations. In this role, you will be responsible for supporting our customers in maximizing the value they receive from our products. You will play a crucial role in ensuring customer satisfaction, retention, and expansion, as well as scaling our customer success program at large.

You are a self-starter, excited about the opportunity to join an early-stage, high-growth startup and want to take ownership in building a strong and healthy culture.”

Responsibilities:

• Serve as the primary point of contact for a book of customers supported by a medium touch one to one model, understanding their business needs and coaching them toward maximum value at scale.
• Proactively engage with customers and usage data to identify opportunities for upselling or cross-selling additional products or services.
• Monitor product usage and performance metrics, analyzing data to identify trends and opportunities.
• Proactively engage with customers nearing the end of their contract term to secure renewals and minimize churn.
• Conduct regular engagement strategies to assess satisfaction levels and address any concerns or challenges that may impact renewal decisions.
• Manage the details of each account, including but not limited to, renewals, churn prevention, etc.
• Collaborate with sales, marketing, and product development teams to gather client feedback and advocate for enhancements or new features.
• Develop and maintain comprehensive documentation, including training materials, best practices, and client communications.
• Stay informed about industry trends and the competitive landscape to provide insights and recommendations to clients.
• Stay up-to-date on industry trends, best practices, and emerging technologies related to customer success and account management.
• Share learnings and best practices with colleagues to promote a culture of continuous learning and improvement within the organization.

Qualifications:

• 1-2 years of experience in customer success, account management, or related roles, preferably in a digital or SaaS company.
• Strong interpersonal and communication skills, with the ability to effectively engage with clients at all levels of an organization.
• Demonstrated problem-solving abilities and a proactive mindset.
• Ability to multitask and prioritize in a fast-paced environment.
• Experience with data analytics or project management is a plus.
• Technical aptitude and proficiency with digital tools and platforms.
• Experience with CRM software (e.g., Salesforce), Product analytics tools (e.g Pendo), customer support tools (e.g., Helpscount), and GSuite.
• Passion for delivering exceptional customer experiences and driving customer success.

Benefits of Joining Our Team:

• Hybrid work schedule (with exceptions of some travel)
• AWARD-WINNING CULTURE: We were listed as a Dallas Morning's News Best Places to Work in 2022 and 2023 and ranked # 12 on Will Reed's Top 100 Workplaces because we believe that people deserve to be led and developed, not managed.
• An opportunity to work in a Tech start-up with unlimited growth potential.
• We offer PTO, Paid Holidays, Flex Holidays, etc.
• Medical insurance offered (health, dental, vision, life)
• We are committed to developing you as a leader and providing career growth throughout your employment with us.
• We promise to care for you as a person, and have meaningful conversations with you so you have the clarity and support you need to do your best work!

Leadr is an Equal Opportunity Employer. Our goal is that everyone, regardless of their culture, background, and perspective, has the opportunity to love Mondays as much as Fridays. Thank you again for your time and interest!