Customer Success Manager (Hybrid)

GoLinks•San Jose, CA

17h•Hybrid

About The Position

At GoLinks, we’re all about making work simpler and more efficient for teams and individuals. Our tools—GoLinks, GoProfiles, and GoSearch—help streamline workflows, giving instant access to key knowledge for building products, collaborating between teams, and supporting customers. As a remote-first, fast-moving startup, we quickly adapt and respond to our users’ needs. We’re looking for passionate team members who value innovation, excellence, and growth as much as we do. About the role We are seeking a highly-motivated, organized, and team-oriented CSM to lead a growing number of our strategic accounts. The person in this role will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across our enterprise customers. You will ensure that our clients are constantly realizing the value of our platform with an emphasis on product education, best-practice consultation, and feature adoption. This is a great opportunity for an experienced SaaS Customer Success Manager or Account Manager to help build out our processes and infrastructure, and grow with a dynamic start-up. This is a hybrid role located in San Jose, CA.

Requirements

2+ years in a customer relationship role, including managing a book of business made up of SMB and Mid-market customers
Demonstrated skills in customer adoption and managing relationships to ensure client satisfaction for managed services and / or a SaaS organization
Strong oral and written communication skills with the ability to conduct presentations to Executives and large groups
Organized with exceptional follow-through
Experience with Salesforce and/or customer management analytics software preferred
Bachelor’s degree or equivalent experience

Responsibilities

Coach, onboard, and launch new clients while continuously maintaining and managing a book of business.
Preemptively identify problems or barriers and proactively collaborate with the team to determine solutions for clients.
Test playbooks, program ideas and track results based on defined customer goals.
Develop an extensive working knowledge of GoLinks’ products, services, and best practices. Be the trusted partner and expert for customers at scale on use-case and product functionality
Successfully identify barriers to renewal and, at times, negotiate pricing details and help expand accounts when opportunities arise.
Advocate for the customer; provide updates to internal cross-functional partners (Product, Engineering, Marketing, Sales) on customer perspectives, risks, strategic insights, issue resolution activities, executive briefings, and requests.
Identify key changes in customers’ business which impacts the delivery of GoLinks’ products and services
Ensure customers are maximizing Company’s technology solutions and service offerings to maximize their own effectiveness and productivity; help customers understand gaps and the benefit of engaging fee-based resources to help further their businesses