Customer Success Manager, Bonusly

• Excel at delivering delightful experiences, with a focus on customer growth and retention
• Serve as a consultative partner to your clients by seeking to understand problems and goals in order to deliver informed recommendations and partnership strategy
• Have strong business acumen with proven ability to balance clients’ business needs as well as Bonusly business objectives to maintain and grow mutually beneficial partnerships
• Are well-organized and detail-oriented, with a keen understanding of project management
• Adept with standard business tools and practices, and able to learn new ones quickly
• Thrive in a fast-paced work environment and are adaptable to change

Desirable

• As a Customer Success Manager, you will be accountable for the success and retention of Bonusly's customers, establishing yourself as a Trusted Advisor and proactively providing best practice guidance and recommendations to maximize the value customers realize from Bonusly
• You will become an expert on employee recognition and the Bonusly app while managing our customer’s success throughout the customer lifecycle. From ensuring that Bonusly customers are on-boarded successfully, to seeing that they achieve their business and talent goals using our product, you’ll directly affect the customer satisfaction, retention, growth, and advocacy of our amazing customers!
• Manage a portfolio of customers throughout the life cycle, owning their ultimate success by ensuring they realize the full value of the Bonusly platform
• Partner with implementation team to ensure successful onboarding experience and product adoption
• Partner with your customers to proactively optimize their use of Bonusly as their business and talent objectives change and best practices evolve
• Partner with the sales team to drive account growth
• Closely monitor your accounts to identify renewal risks and implement proactive interventions
• Act as a trusted advisor your clients
• Help customers clearly define their Desired Outcomes, and work relentlessly to provide strategy and optimizations so that they achieve those goals
• Showcase Bonusly’s value to customers through regular check-ins and Executive Business Reviews focused on achieving desired outcomes
• Drive product adoption and ongoing usage of Bonusly by helping our customers follow best practices to get the most from Bonusly (and, help define what those best practices are!)
• Build and maintain healthy, multi-thread relationships across your accounts organizations
• Serve as the voice of your customers by sharing customer feedback and advocating for customer needs cross-departmentally and serve as the Voice of Bonusly with our customers to ensure mutual success in the partnership
• Keep up with HR industry trends to understand and advise our customers