Customer Success Manager

Total Expert

Responsibilities

Promote and communicate the full value of Total Expert’s products and services to help customers achieve measurable results.
Gain deep knowledge of each customer’s tech stack, system integrations, and dependencies to optimize their use of Total Expert.
Build and maintain long-term relationships by recommending workflows, best practices, and strategic guidance tailored to each customer’s goals.
Lead contract renewals and identify upsell or cross-sell opportunities within your portfolio of accounts.
Monitor sentiment and engagement to proactively drive retention and reduce risk.
Engage with stakeholders across all levels—including executives—to understand key objectives, challenges, and performance indicators.
Lead regular strategic and operational reviews to assess outcomes, alignment, and next steps.
Partner with customers to improve efficiencies, streamline workflows, and maximize platform productivity.
Drive active usage, deliver training, and promote adoption of new features and functionality.
Serve as the customer’s voice within Total Expert, collaborating cross-functionally to address needs and influence product enhancements.

Proven ability to manage complex, multi-divisional, and geographically diverse accounts.
A genuine passion for delivering exceptional experiences and measurable outcomes for customers.
Ability to communicate and establish trust with stakeholders at all organizational levels, including C-suite executives.
Capable of managing multiple priorities and meeting deadlines under pressure.
High energy, flexibility, and a proactive “can-do” attitude in the face of challenges.
Outstanding written, verbal, and presentation skills; comfortable translating technical details into business value.
Exceptional time management, problem-solving, and analytical abilities.

Track and report progress toward the customer’s definition of success, demonstrating clear business value over time.

Maintain accurate and up-to-date records of customer interactions, success plans, and engagement history within our customer success platform.

Continuously looking for ways to enhance customer experiences and internal processes.

Ability to work independently with a strong desire to learn, adapt, and grow.

Resilient, resourceful, curious, and energized by a fast-paced, evolving environment.

Enthusiasm for technology, innovation, and driving success in a growing SaaS company.

Skilled at analyzing complex challenges, identifying root causes, and developing strategic solutions that align with both customer and company goals.

Experience partnering effectively with Sales, Product, Professional Services, and Support teams to drive success.

Highly skilled in MS Excel, PowerPoint, Word, Outlook, and process mapping tools.
Up to 25% travel required