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Customer Success Manager

Chandler, AZ

The Role

Our Customer Success Managers are critical to maintaining the relationship with our customers … they serve in finding customized solutions that best fits the needs of each customer…

The Work

  • Drive Customer Success by maintaining the department standards for customer health
  • Customer Retention (monthly cancel percent of 63% or lower or churn below 2.5%)
  • Expand AMRR of the existing customer base by managing revenue wisely and finding opportunity for growth. This includes standards of excellence regarding C&R and billing reductions. 

Daily Execution Excellence

  • Increase customer retention through review and assessment of their business goals and monitor progress and offer recommendations based on results
  • Ensure highest customer satisfaction and return on their investment in our product while enhancing their experience
  • Define business objectives for the customer and develop a strategic direction for success
  • Act as point-of-contact for customers, advocating for their interests and giving voice to their feedback

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

 What you’ll need to have/Competencies

  • Proficient knowledge of Keap products and features
  • Can speak to Lifecycle Marketing to increase adoption
  • Can build collaborative relationships with customers
  • Communicate clear written and verbal messages
  • Assist in assessing risk, benefits and considerations of alternatives
  • Encourage a customer-focused mentality
  • Can easily share project status updates at any given time
  • Contribute positively to team dynamics
  • Manage change within immediate team and support larger change efforts
  • Identify barriers to effective collaboration and escalate issues if unable to resolve 

Preferred Education and Experience

  • Ability to demonstrate strong business insights
  • Project management experience a plus
  • Experience working with small businesses or have a small business background
  • 2+ Years of sales and marketing experience OR small business coaching experience
  • Experience managing a large client load or book of business
  • Knowledge of CRM technologies and methodologies
  • Bachelor Degree preferred

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, between the hours of 7 a.m. to 6 p.m.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 

About Keap

In 2001, Keap (formerly Infusionsoft) pioneered the sales and marketing automation category for small business. Today, Keap is the #1 CRM platform in its category. We're 400+ strong and seeking talented and intelligent people to help us on our mission of helping grow small businesses worldwide.

This position is located at our Chandler, AZ office at 1260 South Spectrum Blvd. Chandler AZ 85286

At Keap, we celebrate diversity and inclusion for the benefit of our employees, our products, our community, and to help small businesses succeed. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, marital status or any legally protected status.

Helping small businesses succeed

That’s our single most important purpose, and it’s more than just writing on the wall. It’s in the hearts and minds of our employees, and is the burning passion that fuels us to consistently innovate, drive change, and grow ourselves beyond our wildest dreams. To be a part of Keap is to join a cause bigger than yourself, and we think that’s pretty rad!

Dream fulfillment

We believe in people and their dreams at Keap. So much so, we have a dedicated Dream Program that empowers our employees to think big and achieve those dreams—both personally and professionally. Want help setting achievable goals to reach your dreams? Our designated Dream Manager is here to help. Want a space to write out your dreams to spring them into action? Yeah, we have a Dream Room for that.

Flexibility & balance

At Keap, it’s not as much about the time put in or where the work is done as it is about the results achieved. We encourage employees to spend time on (and with) the things that are important to them outside of their careers, so we offer a flexible PTO plan and work-from-home policy that makes that a possibility. Need time off for a vacation to Belize? A mental health day to recharge your batteries? It’s all good as long as it’s a win for you, your team, our customers, and the company.

#keaplife

Helping 5 million small businesses succeed worldwide takes a lot of hustle, and celebrating wins along the way is just a way of life here. We work hard, support one another, and have some fun while we’re at it. Curious about what a peek into #keaplife looks like? Think team builders, spring training outings, a fully stocked cereal bar, a Coke Freestyle machine, ping pong tournaments, an indoor football field meeting area, 24-hour hackathons, Food Truck Fridays, happy hours, even breakfast with one of our execs, just to name a few—phew.

Total rewards

We understand how important it is to have top-notch benefits, and offer a comprehensive package that supports our employees and their families. This includes:

  • Health, vision, and dental insurance
  • Stock options for every employee
  • Life insurance
  • Bonus programs
  • Well-being program
  • And so much more!

Dedication to diversity & inclusion

We realize the power of diverse perspectives, experiences, and backgrounds. Keap is an environment focused on inclusion and education—whether that’s hosting diversity weeks highlighting different cultures, or holding professional workshops for our Empow(her) group that celebrates and supports women in the workplace.

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