At Achievers, we believe recognition fuels performance, and our customers rely on us to help them build workplaces where people truly thrive. As a Customer Success Manager I, you’ll be at the heart of that mission, owning the strategy and long-term success of some of our most important national and enterprise customers.
In this role, you’ll act as a trusted first point of contact, helping customers effectively use and navigate the Achievers recognition and engagement platform. You’ll deliver timely, high-quality support, resolve technical and user inquiries, and guide customers toward best practices to ensure a seamless experience. Working closely with internal teams, you’ll identify trends, escalate complex issues, and contribute to continuous improvements in the support experience.You’ll play a key role in driving customer satisfaction and retention by ensuring issues are resolved efficiently and professionally. By building strong relationships and understanding customer needs, you’ll help enhance overall product adoption and contribute to a positive, consistent support experience.If you’re passionate about helping others, energized by problem-solving, and motivated to deliver outstanding service, this could be the perfect opportunity for you.
How you'll shape Customer Success at Achievers:
Provide expertise on the Achievers platform and highlight key features and functionality allowing the customer to execute their employee recognition strategies
Establish measurable goals and KPIs for your customer accounts
Track all implementation and post-implementation adoption activities
Drive usage and adoption of the platform and communicate best practices by hosting virtual meetings
Meet with your customers face-to-face to plan program rollouts and explore cross-functional use cases where Achievers can help meet needs
Connect with your customers to update on outstanding queries, reports and campaigns
Manage a revenue pipeline while up-selling and cross-selling within the existing programs
Lead customer workshops and training around product updates & new features
Provide regular status reports to stakeholders on progress against established goals and manage account escalations
Understand your customers’ requirements and their level of adoption of the Achievers platform to proactively assess risk in upcoming contract renewals
Recognize your peers for being awesome!
Experience we feel will set you up for success:
3+ years of account management experience at a software/SAAS company
Strong business acumen and proven ability to influence decision makers in various sizes of organizations
Formal sales training through a recognized program
Proficiency with CRMs such as Salesforce or other force.com platforms
Experience in preparing and delivering presentations targeted to a senior audience
Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
Demonstrated analytical skills utilizing Excel and/or PowerPoint to arrange and display relevant information during customer business reviews
Experience managing a sales pipeline and carrying a sales quota
Strong customer-facing skills including expectation management, communication skills, information management
Bachelor’s Degree