Customer Success Manager

FieldClock

Customer Success Manager

Fresno, CA
Full Time
Paid
  • Responsibilities

    Benefits:

    Competitive salary

    Flexible schedule

    Paid time off

    Customer Success Manager Job Description

    Must live in California with the ability to cover the Central Valley

    FieldClock is a fast-growing AgTech start-up searching for flexible go-getters who welcome the challenges of a growing business. We’re specifically looking for a Customer Success Manager who will roll up their sleeves and lead from the trenches. As a key member of the team, the CSM will help craft our customer success strategies, building strong relationships with our top tier customers and collaborating with cross functional leaders internally to deliver consistently excellent customer experiences.

    The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, the candidate should have relevant customer facing experience and a track record of analyzing and optimizing usage, adoption and revenue for current high dollar customers.

    At FieldClock, we distinguish Customer Success as proactive support and Customer Service as reactive support. The primary focus for the CSM is to proactively manage our top tier customers to ensure they are maximizing their FieldClock features, receive continuous training for existing and new staff and build good will on a regular basis.

    Objectives of this role:

    Be a local presence for our top customers

    Serve as the dedicated single point of contact for assigned customers

    Own the entire relationship with assigned customers, including onboarding, implementation, ongoing training, adoption, retention, and satisfaction

    Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services

    Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings

    Maintain existing customer success metrics and data as directed responsibilities

    Own the following Scheduled Interactions:

    Defined onboarding process for new customers

    Monthly Status Meetings

    Annual on site visit

    Executive Business Reviews (2x-4x per year)

    Regular health checks

    Regular product training

    Own the following Unscheduled Interactions:

    Data driven

    Emergency

    More service tickets than usual

    Declining usage

    Overdue invoices

    Poor Satisfaction Survey or NPS Score

    Become proficient with our tech stack, especially HubSpot

    Take ownership of becoming a Product Expert

    Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both

    Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals

    Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement

    Work with sales and marketing teams to boost customer referrals and develop case studies

    Required skills and qualifications:

    Must live in California with the ability to travel within the state

    Product Expert

    Excellent customer facing skills

    Tech savvy (Our tech stack includes : HubSpot, Slack, Zoom, Loom)

    Three to five years of experience in communications, marketing, sales, account management, or customer success

    Strong skills in verbal and written communications, strategic planning, and project management

    Analytical and process-oriented mindset

    Ability to work effectively across multiple departments in a deadline-driven environment

    Active team player, self-starter, and multitasker who can quickly adjust priorities

    Preferred skills and qualifications

    Fluent in Spanish

    Agricultural experience is strongly preferred

    Flexible work from home options available.