SMB Customer Success Manager

Company Description

Parallax is a Professional Services Automation platform built specifically to help digital agencies and tech consultancies operate smarter, healthier, and happier — freeing up their time and energy to focus on their craft, make investments into their futures, and grow profitably.

Backed by some of the most successful venture capital firms in the country, Parallax is looking for an experienced Customer Success Manager to be a strategic partner to our customers. In helping them adopt our software, your objective is to put them on a path to achieve their desired business outcomes so they renew year after year.

Job Description

As a Customer Success Manager at Parallax, you’ll be a member of a Customer Success team built to help professional services organizations (agencies, dev shops, etc.) leverage the Parallax software to strategically operate and grow their businesses. You’ll have the opportunity to interface with many different sizes and levels of maturity from the upstart boutique creative firm, to the enterprise software development company.

As a Customer Success Manager at Parallax, driving adoption and retaining our customers is your most important objective. We understand that enabling continuous adoption of our cloud solutions and helping our customers achieve their desired business outcomes is critical to building lasting relationships with our customers and ultimately driving revenue for Parallax. 

As a Customer Success Manager, you are a strategic partner to your book of business, with a goal of focusing on SMBs ensuring your customers can leverage our product to achieve their stated business outcomes. You will be the main driver for product adoption & re-adoption by actively engaging with your key stakeholders, leveraging repeatable playbooks, and analyzing usage patterns to create meaningful touchpoints throughout the entire customer lifecycle. Additionally, you will act as the voice of the customer in product roadmap discussions. 

This role requires strong customer empathy, high level technical knowledge of our application and integrated systems, an understanding of how our software is applied to professional services business problems, and a proven ability to set expectations and manage relationships. The ideal candidate should feel comfortable wearing multiple hats including Account Manager and Customer Advocate.

Your success in this role will be judged on your ability to communicate effectively, identify customer risks and escalate quickly, and get your book of business through renewal year after year.

Primary Responsibilities

• Own the customer relationship post-onboarding through renewal & re-adoption efforts, as needed
• Support SMB Onboarding as needed, acting as a Hybrid CSM between Onboarding & SMB Loyalty
• Partner with the Customer Onboarding Managers as they onboard your customers to ensure desired value is understood and expectations are managed appropriately
• Acting as an agent of change, identify opportunities for positive improvement in our customer’s businesses, and assist them with the tools and resources they need to properly adopt our software
• Put customer centered telemetry to use in identifying risk, low adoption, and opportunities for customer growth and engagement
• Collaborate with your customers to benchmark their initial business performance for future comparison to highlight received value over time
• Collaborate with customers to understand critical goals, challenges, and key performance indicators
• Encourage customers to share their positive experiences with Parallax through testimonials, case studies, and referrals
• Lead customer product demos and trainings for new functionality as it’s released
• Capture and share customer feedback to help our product mature
• Successfully manage customers through their adoption & renewal
  
  

Superpowers

• 3+ years of experience in SaaS in a Customer Success related role
• Proven track record of building rapport and relationships at all levels of an organization from project managers and directors, up to VPs and C-level executives
• Excellent verbal and written skills
• A drive to find answers to difficult problems
• An unwavering positive attitude and a love for helping others succeed!
• Previous experience in a professional services environment (preferred, but not required)
• Ability to manage multiple competing objectives with a demonstrated ability to adapt quickly to change and prioritize workload
• A positive attitude and strong work ethic
  
  

What You Will Get in Return

• Competitive base salary and stock options
• Flexible work environment, including in-office and/or work from home
• Full health benefits, including medical, dental, vision, etc
• 401k program with 5% company match
• Fast-paced, entrepreneurial environment
• Employee health, wellness, and culture programs
• An opportunity, only limited by your ambition and creativity, to impact our company’s future
  
  

Equal Employment Opportunity

We’re proud to be an equal opportunity employer and welcome our employee’s differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Differences make us better. Join us.

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