Customer Success Manager

As a Customer Success Manager, you will be a strategic advisor for our product offering to customers, ensuring their success and maximizing their value from Windfall's solutions. You will take ownership of a book of business and guide them through the entire lifecycle – from onboarding to expansion. Your role will also be instrumental in driving Windfall's growth by implementing scalable processes.

We’re on a mission to change how organizations perceive and use people data. And we hold true to our core values of: (1) Be an excellent communicator; (2) Operate with transparency; (3) Provide leverage, not optimization; (4) Make a difference every day; and (5) Act with integrity and trust.

Responsibilities:

• Own end-to-end customer experience, including onboarding, product adoption and usage, implementation of best practices, and growth
• Identify new opportunities within the customer base, including potential for increased sales, enhanced analytics, and broader marketing initiatives
• Proactively manage relationships within customer teams, including multi-threading across departments and levels and adapting to changes like new team hires and departures
• Actively track, manage, and promote best practices regarding platform and data usage, including log-ins and data utilization
• Develop internal playbooks and customer-facing content, including best practices and thought leadership pieces
• Develop and implement efficient processes to enhance customer engagement and satisfaction
• Actively manage Annual Recurring Revenue (ARR) through active retention and identification of upsell opportunities
• Contribute to strategic projects and the Customer Success roadmap to drive continuous improvement
• Partner with other Windfall departments on internal enablement, webinars, and internal or customer-facing documentation
• Lead efforts to validate and enhance the effectiveness of Windfall's offerings

Requirements:

• Bachelor’s degree
• At least 3 years of experience in analytical, customer-facing roles (e.g., consulting, customer success, growth strategy, marketing)
• Familiarity with digital marketing and performance measurement
• Established track record of building relationships and presenting to Directors, VPs, and C-level executives
• Passion for learning
• Experience with CRMs with a preference towards Salesforce and HubSpot

Preferred Requirements:

• Prior startup experience, particularly in B2B SaaS or data companies
• Proficiency in advanced PowerPoint (with high design standards) and intermediate Excel (including pivots)

Attributes of Successful Candidates:

• Thrives in the challenges of startups, motivated by the opportunity for rapid learning and growth rather than a traditional 9-to-5 routine
• Exemplary organizational skills and meticulous attention to detail, coupled with a commitment to task completion and thoroughness
• Outstanding verbal and written communication skills, capable of simplifying complex issues and adjusting communication styles for diverse audiences
• Highly analytical and adept at problem solving
• Team-oriented attitude. Contribute, share expertise, take accountability, and foster empathy in relationships