Internal Job Title:     Customer Success Manager II

Reports to:              

FLSA Status:             Salaried, Exempt

Location:                 US / Remote

External Job Title:      Customer Success Manager

Position Summary

The Customer Success Manager (CSM) will be responsible for developing and nurturing trusted advisor relationships with our key customers. With a focus on helping customers maximize the ROI from Ever.Ag solutions, the CSM will drive activities associated with ensuring adoption, support effectiveness, customer retention, and delivering exceptional customer experiences.

Key Responsibilities

• Develop and maintain strong contacts within various levels of the organization through proactive outbound activities such as email, phone calls, and onsite visits.
• Understand the client’s specific business goals, challenges, and objectives to effectively align business operations with their needs.
• Understand Ever.Ag’s software solutions, including key functionality and value propositions.
• Develop a customer success plan for each customer; define key performance indicators with customers and make sure they meet and/or exceed them.
• Proactively engage your customers on a regularly scheduled cadence where you will work closely with them to review performance metrics, KPIs, training needs, and usage of our products to ensure your customers are optimizing their value from their investment.
• Act as the primary point of contact for client inquiries, escalation management, and strategic initiatives, release management, ensuring timely resolution and proactive communication.
• Provide support and guidance while reacting to the unexpected.
• Plan and execute regular business reviews, monthly and weekly calls with customers to understand and guide expansion and operational efficiencies.
• Assist in collecting and maintaining customer satisfaction measurements (e.g., direct and email survey based) and intervene to prevent churn.
• Collaborate cross-functionally with sales, leadership, product management, support, and other teams to drive customer satisfaction, product enhancements, and roadmap.
• Align with SMEs to meet customer needs effectively.
• Advocate for customers internally to prioritize their needs.
• Oversee the onboarding and training of new product deployments.
• Drive product adoption and identify upsell opportunities.
• Provide critical insight into customer health situation related to renewal activities, and renewal forecasting
• Oversee, maintain and update Gainsight and Salesforce system with client statuses, interactions, and health.
• Lead or support other assigned projects.

Qualifications

• Bachelor’s degree preferred in business, sales, marketing, or a related field from an accredited college or university.
• 3+ years of customer success, sales, account management, or similar customer-facing experience with proven ability to expand responsibilities.
• Experience with implementing software and understanding of enterprise software, preferably in a B2B SaaS environment.
• Experience working with CRM software (e.g., Salesforce), customer success platforms (e.g., Gainsight), and other relevant tools preferred.
• Understanding supply chains is highly desirable
• Ability to travel to customer sites as required.

Competencies for Success

• Cross-Functional Collaboration: Work effectively with sales, marketing, finance, support, and service teams.
• Time/Project Management: Prioritize tasks for multiple clients efficiently.
• Independence: Thrive in a fast-paced, varied environment with a hands-on approach.
• Communication: Exhibit excellent written and verbal skills, ensuring clear and compelling messaging.
• Teamwork & Cooperation: Foster collaboration, provide support, and resolve conflicts amicably.
• Adaptability & Flexibility: Adjust to new information and changing conditions with ease.
• Information Seeking: Systematically gather and analyze information from various sources.
• Analytical & Critical Thinking: Manage data with attention to detail and solve complex problems.
• Quality Focus: Demonstrate integrity and a commitment to doing things the right way