Customer Success Manager, SMB

Department: Customer Success

Employment Type: Full Time

Location: Rogers, Arkansas

Description

This is a critical client-facing role at SupplyPike. You will be the primary point of contact for our valued customers and act as the liaison between the customer and various SupplyPike teams. The Customer Success Manager provides unparalleled customer service by managing the customer's experience, creating engaged customers, and facilitating organic growth over the customer lifecycle.

Key Responsibilities

You will participate in all stages of the customer lifecycle process from trial, onboarding, product education, and renewal, including:

Develop long-term partnerships with our customers to ensure they become and remain successful through realizing the full value of their SupplyPike investment.
Maintain a high level of customer satisfaction by advising on product onboarding best practices, supporting and training on product features, and providing product adoption and release guidance.
Contribute to broader goals and growth by championing customer success and account retention strategies including account health, user engagement, and account renewals.
Contribute to strategic and tactical programs designed to maximize customer satisfaction, adoption, and retention through planning, delivery, and management of key milestones, such as onboarding, implementation, and ongoing customer touch points.
Develop an understanding of churn and how to prevent it by championing and effecting change in each of the relevant functional groups to reduce churn and maximize the lifetime value of the customer.

Skills Knowledge and Expertise

At least 2 years of prior experience in a fast-paced customer-facing role.
CPG or prior Walmart experience is a plus.
Process-driven and organized.
Ability to build and maintain positive relationships with customers through clear, concise, and timely communication.
Ability to develop product expertise and train customers on the product in a way that instills confidence and encourages adoption.

Culture Code

SupplyPike Culture (more here)

SupplyPike is Great Place To Work™ certified and is recognized as Arkansas' Best Places To Work. We pride ourselves on creating an open, transparent, and collaborative work environment. The SupplyPike company pillars are:

Curiosity: We constantly challenge prevailing thought by first seeking to understand the problem domain, strategy, market, and technology. We know that innate curiosity is crucial for building better, customer-driven products.
Collaboration: While there may be an "i" in SupplyPike, we embrace interdisciplinary talents and cross-collaboration across different teams. There are no sharp boundaries around responsibilities. We favor openness, transparency, and joining forces with the talented people around you.
Agility: We want to give our customers what they need to succeed. We understand that building a product (even an MVP) isn't worth the investment if the customer need is not validated. Iterating quickly and testing hypotheses with real customers as soon as possible drives our building stages. We avoid analysis paralysis by embracing that "perfect is the enemy of good."
Integrity: In layman's terms - don't make stuff up. We favor well researched knowledge over impromptu answers. This comes with a need for humility to understand the limits of our own knowledge. We understand making mistakes is a natural part of the process. Reflecting upon and learning from those mistakes is how we continue to grow.
Empathy: We strive for an environment where being empathetic and considerate for the concerns of others is always top of mind. We take a 'no blame' approach by speaking with frankness about problems and solutions, but always avoiding personal attacks. Rudeness and condescension are kept at bay.
Play: Changing an entire industry is hard work. We take our work seriously but never ourselves. We see problems as exciting puzzles; we see people as the invaluable contributors to the SupplyPike spirit. We embrace creativity, experimentation, and engagement, all while never compromising on the human experience and authenticity.
Determination: Challenges and setbacks are a given. We see them as opportunities to learn, drive innovation, and continuously improve. We embody an unwavering commitment to achieving ambitious goals and overcoming challenges. We thrive in the face of adversity, constantly seek improvement, and refuse to settle for mediocrity.

SupplyPike Benefits
All SupplyPike employees are critical to our success, and our compensation philosophy is aimed to attract and reward top talent responsibly. We believe in competitive pay, directly linking compensation to performance, ensuring fairness, and being transparent about our approach. In addition to competitive salaries, our full-time employees enjoy a comprehensive benefits package, including medical, dental, and vision coverage, a 401K match program, and flexible paid time off. We foster a culture of continuous growth and development, with compensation structured to reflect increasing skills and responsibilities over time.

SupplyPike

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Customer Success Manager, SMB