Customer Success Manager

**About BlueRock TMS**

BlueRock TMS is committed to driving customer success through innovative technology solutions. As a leader in transportation management systems, we pride ourselves on our ability to deliver value through product-driven strategies and best-in-class customer service.

**Role Overview**

The **Customer Success Manager (CSM)** at BlueRock TMS is pivotal in ensuring customer satisfaction and maximizing the value customers derive from our solutions. The focus is on continuous customer engagement, proactive monitoring, and collaboration with internal teams to deliver exceptional support and professional services. This role will guide customers through their journey, helping them achieve their business goals and maintain high satisfaction with our products.

**Key Responsibilities**
- ** Onboarding & Training**: Lead customer onboarding processes to ensure a smooth transition and effective use of our solutions. Provide training to establish a strong foundation for product adoption.
- **Customer Engagement**: Maintain regular contact with customers to monitor usage trends, signal potential risks, and identify opportunities for value expansion. Build and nurture relationships to ensure ongoing satisfaction.
- **Proactive Monitoring**: Continuously monitor customer health indicators, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT), to identify and address any areas of concern before they escalate.
- **Risk & Trend Analysis**: Utilize data-driven insights to proactively signal risks and trends in customer engagement and product usage. Collaborate with cross-functional teams to resolve issues and optimize the customer experience.
- **Customer Advocacy**: Act as the voice of the customer within the organization, relaying feedback to product and service teams to inform improvements and enhancements.
- **Support & Collaboration**: Work closely with Support and Professional Services to expedite issue resolution and enhance the overall customer experience.
- **Continuous Improvement**: Contribute to the development and refinement of customer success best practices, playbooks, and processes to drive efficiency and scalability.

**_ Succes Metrics_**
- ** Customer Satisfaction**: Achieve high NPS and CSAT scores through proactive engagement and timely support.
- ** Renewal Rates**: Support customer renewals to maintain high Gross Revenue Retention (GRR).
- ** Risk Mitigation**: Proactively reduce churn through early detection of at-risk accounts.
- ** Customer Growth**: Identify and facilitate opportunities for upselling and cross-selling where appropriate, contributing to Net Revenue Retention (NRR).
- ** Process Efficiency**: Optimize internal processes to enhance customer satisfaction and reduce time-to-resolution for support tickets.

**Qualifications**
- Bachelor’s degree in Business, Communications, or related field.
- 5+ years of experience in Customer Success, Account Management, or Support, ideally within a SaaS or technology environment.
- Proven ability to manage customer relationships, resolve issues, and drive product adoption.
- Experience with metrics such as NPS, CSAT, GRR, and NRR is highly valued.
- Willingness to travel as needed to strengthen customer relationships.

**Skills and Competencies**
- **Customer-Centric Mindset**: Strong focus on customer outcomes, satisfaction, and long-term success.
- **Analytical Skills**: Ability to analyze customer data to uncover trends, risks, and opportunities.
- **Communication**: Exceptional verbal and written communication skills for effective customer engagement.
- **Problem-Solving**: Solution-oriented with a proactive approach to identifying and addressing customer challenges.
- ** Collaboration**: Team player with the ability to work effectively across departments, including Support, Professional Services, and Product.

**What we offer**
- A competitive salary and benefits package.
- A dynamic, global work environment in a fast-growing SaaS company.
- Opportunities for professional development and career growth.
- Flexibility in working arrangements.