Customer Success Manager (Remote Position)

Job Overview

WHO WE ARE

Optimize Your Buildings and Infrastructure with Cartegraph.

Cities and Counties. Colleges and Universities. Parks, Utilities, and More.

Cartegraph builds safer, more resilient, and more sustainable communities through better stewardship of critical infrastructure. We design, build, and sell powerful, intuitive software solutions that help local government agencies, utilities, and educational institutions manage their physical assets and associated operations. With Cartegraph, users optimize the performance of their assets, drive efficiencies, maximize resources, and reduce costs through smarter, data-driven decisions.

YOUR JOB SUMMARY

Customer Success is vital for High-Performance Operations. You will be a highly visible team member responsible for the complete success and satisfaction of a portfolio of Cartegraph’s customers. Working alongside regional team members, the Customer Success Manager (CSM) will own the relationship and is responsible to identify and leverage company-wide resources to address customer satisfaction, growth, renewal risk, and opportunity in their portfolio. Our CSM’s are expected to possess knowledge, expertise, and experience in SaaS business models, account management, customer relationship building, technical and business consulting, root-cause analysis, and high-performance operations.

We will only be successful if our customers receive massive value from our service. As such, the Customer Success Manager will provide customer love, empowerment, value, and attention. Because our clients come to us for a total solution, we need our CSM’s to build trusted relationships and enhance the customer experience.

THE WORK YOU WILL DO

Overall

• Maintain a high degree of visibility into your customer portfolio. Visibility includes awareness of health, risks, growth potential, unique use cases, and realized successes.
• Proactively engage with your customer portfolio to build trusted relationships through goal setting, coaching, workflow consulting, best practice recommendations, and adoption support.
• Collaborate with Cartegraph and customer stakeholders to document detailed account plans and pursue positive outcomes.

• Identify, develop, document, and share customer success stories to highlight customer efforts and positive outcomes.
• Organize, conduct, and actively participate in community-building initiatives like Cartegraph Regional User Events, Webinars, and Online Communities.
• Help build, cultivate, and champion a data-driven and Customer-first culture at Cartegraph.
• Develop strong relationships with appropriate C-Suite executives, all key decision-makers, and influencers across customer departments.
• Maintain, build, and expand a high-accuracy CRM (Salesforce, Gainsight).

Adoption

• Assist with accounts through defined implementation and onboarding process.
• Assist with high-level training as needed.
• Provide best practice consultation throughout a customer’s journey.

• Build relationships and become the customer’s trusted partner and advocate inside Cartegraph.

Retention

• Use data to proactively identify, predict and avoid customer challenges to affect retention rates.
• Conduct regular business reviews within the accounts demonstrating value, progress towards goals, and building long-term roadmaps to achieve customer goals.

• During the contract renewal process, collaborate with customer and Account Manager to review progress to goals, and identify new opportunities for growth.
• Promote customer participation in Cartegraph initiatives. (Example: Webinars, User Groups, Product Feedback, National Conferences, Marketing, and Promotional materials).
• Collaborate with Finance team and customers to assist in remediation of past due balances.

Expansion

• Actively support Sales in growing our community by executing day-to-day Customer Success functions and collaborating closely with Sales and Marketing teams.
• Grow referenceable customer contacts within your assigned portfolio and support the build-out of a scalable reference dataset.
• Coordinate with sales team to ensure growth and expansion of the accounts through up-sell and cross-sale opportunities.
• Collaborate with customers to build a roadmap that includes expansion of usage, products, or services.

Requirements

WHAT YOU BRING TO THE TABLE

Education and Experience

• Relevant Bachelor’s degree; preference for computer science, business administration, public administration, or related degrees.

• Prior experience as a Customer Success Manager OR prior experience in an analyst, MIS, or GIS role at a City, County, or Higher Education institution.
• Highly preferred: Experience with Salesforce, Gainsight, Pendo, Hubspot, and similar solutions
• Bonus points for knowing what the following terms mean, and understanding how they’re calculated: ARR, MRR, ACV, NPS, LTV, Churn (Net and Gross), Renewal Rate (Net and Gross), and CAC.
• Technical experience implementing, supporting, or performing in-depth software demos.

Skills and Attributes

• A scientific, data-driven, analytical, growth mindset
• A driven, persistent, ‘can do’ attitude
• A passion for improving the way customers do business
• Ability to thrive in a rapidly changing, high-energy, high-expectations environment

• Strong passion for customers, revenue, and growth
• Excellent communication, facilitation, and presentation skills
• Deep understanding of value drivers in recurring revenue business models
• Ability to manage influence through persuasion, negotiation, and consensus-building

TRAVEL

Ability to travel 25% or more of the time.

Benefits

We tried to narrow down to just 5 reasons to work here, but it was impossible...

• Opportunities to apply your skills and experiences with an established industry leader
• Options to grow your career with Cartegraph's Career Pathing program
• Collaborative work environment
• Co-workers with a passion for what they do
• Casual and flexible work environment
• Competitive pay and benefits
• 15 days of PTO in just your first year (whoa)
• Paid parental leave
• Wellness & EAP Program
• One week sabbatical every five years
• Paid holidays (plus a couple extra days)
• 401k plan with generous employer match
• Social events, coffee and snacks, foosball, and more...

Learn more about working at Cartegraph and our Midwest-Nice culture:

Cartegraph's Culture Video

https://www.glassdoor.com/Overview/Working-at-Cartegraph-EI_IE335255.11,21.htm

In our efforts to recruit those who will elevate our success and ensure a proper career fit, we invite you to complete the Culture Index Survey. The survey contains two questions and should take no more than 10-15 minutes. If you have questions, please contact pc@cartegraph.com.

Cartegraph is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and do not tolerate discrimination of any kind. If you are unable to complete our online employment application or require an accommodation to do so, please call 563-587-3366 for assistance.