Customer Success Manager

Position Summary: 

At Actabl, the Customer Success Manager plays a pivotal role owning the strategic relationship with customers and overseeing cross-functional initiatives to set customers up for long-term success. This position combines customer relationship management, project management, and strategic guidance on optimizing the customer’s value via usage of Actabl’s products. 

Essential Duties: 

Customer Success & Relationship Management 

• Serve as the primary point of contact and trusted advisor for a portfolio of customers, building strong, long-term relationships through proactive communication and a deep understanding of their business goals.
• Provide strategic guidance and best practices, acting as a product expert and guiding customers on how to leverage the product as it is built today while also advocating for customer needs internally.
• Develop and execute joint success plans with customers, outlining key milestones and desired outcomes to ensure they are getting the most out of their investment with Actabl and achieving their business objectives. 

• Conduct strategic business reviews to review progress against shared goals, demonstrate the value delivered, and identify opportunities for expansion or additional services. 

Customer Engagement, Retention & Advocacy 

• Drive customer engagement with proactive strategies that increase platform usage and deepen product adoption. 
• Identify at-risk customers and implement strategic remediation plans to reduce churn. 
• Promote customer advocacy through success stories, reference programs, and feedback loops.
• Provide education on product enhancements and industry best practices tailored to the customer’s goals. 

Metrics, Reporting & Continuous Improvement 

• Monitor customer health scores, usage data, satisfaction metrics, and engagement trends using platforms like ChurnZero and Salesforce. 
• Analyze quantitative and qualitative data to generate actionable insights that support customer goals. 
• Collaborate with Product, Support, and Onboarding teams to escalate feedback and improve the overall customer experience. 
• Contribute to internal initiatives focused on refining customer journeys, onboarding workflows, and service delivery. 

Minimum Qualifications: 

• Bachelor’s degree in Business Administration, Hospitality Management, or a related field. 
• At least 3 years of customer-facing experience in Customer Success, Account Management, or a related field, particularly within a global SaaS or enterprise software business. 
• Experience leveraging tools and technology to enable proactive customer success (e.g., ChurnZero) and make data-driven recommendations. 
• Proven ability to build and sustain customer relationships that drive retention and growth. 
• Proven track record of data-driven approach to churn risk mitigation and strong escalation management. 
• Preferred background in the hospitality industry, as we seek individuals passionate about supporting the service industry and enhancing customer experiences. 

Key Competencies: 

• Customer Relationship Management: Ability to build and maintain strong relationships with customers, ensuring long-term engagement and satisfaction through proactive communication and tailored solutions. 
• Project Management: Highly organized with the ability to manage multiple projects and priorities simultaneously. 
• Cross-Functional Collaboration: Skilled in working with various departments (Sales, Support, Product) to ensure a cohesive and comprehensive approach to customer success.
• Data-Driven Decision Making: Strong analytical skills to monitor key metrics, such as customer health, platform usage, and sentiment, and translate data into actionable plans that drive customer success outcomes. 
• Problem Solving & Risk Mitigation: Ability to identify customer challenges and provide effective, proactive solutions. High level of problem-solving acumen to quickly resolve customer issues and escalate when necessary. 
• Communication & Presentation Skills: Proficient in creating and delivering impactful business reviews, presentations, and reports to both internal and external stakeholders. Skilled in articulating business value, data insights, and strategic recommendations. 
• Adaptability & Learning Agility: Ability to thrive in a dynamic and evolving technology environment. Willingness to learn new tools, methodologies, and product updates quickly to stay ahead in the customer success space. 
• Customer-Oriented Mindset: Acts as the voice of the customer within the company, ensuring customer needs are communicated and that customer feedback is used to improve product offerings and service delivery.

Additional Information:

• Compensation: Base salary range of $75-80k + 8% annual bonus target
• Location: Preferred location for this position is our Denver office. Candidates located outside of the Denver Metro Area will be reviewed and considered if necessary.
• Work Environment: We are a hybrid friendly company with office hubs in Denver, Atlanta, and Tampa. Preferred location for this position is Denver. However, candidates located outside of our office hubs will be reviewed and considered if necessary. No matter where you live and work, you’re a part of the Actabl team. 

This position may require occasional travel for customer meetings, business events, or other work-related needs. Travel could be both in-state and out-of-state and may involve overnight stays, depending on customer requirements and business needs.