Lead Customer Success Manager

About 3E:

We are a mission-driven company with the purpose to enable a safer, more sustainable world!

3E provides a comprehensive suite of data, analytics, and software solutions for enabling and improving workplace & chemical safety, product stewardship, supply chain management and sustainability. With over 35 years of experience, and 15 locations across North America, Europe, and Asia, 3E helps more than 5,000 customers in various sectors to achieve safety, sustainability, and speed to market.

Are you ready to shape the future? Come join us!

As a Lead Customer Success Manager, you will oversee clients across our 3E product lines, ensuring a seamless and effective onboarding process. You will be involved with ensuring the successful implementation of our products and the achievement of set objectives. Also, you will mentor other Customer Success Managers within the 3E organization. You will become proficient in our 3E product offerings and work in synergy with various departments to ensure that customers are successfully meeting key performance indicators throughout their engagement with us.

Together with your team, you will assist customers in delivering value from our products, fostering product adoption that leads to customer loyalty and long-term client retention. You will drive organizational change and exceed our customers' expectations.

What You'll Do

• Provide guidance and mentorship to other customer success managers, product owners and trainers within 3E.

• You will be expected to share your expertise and best practices and help new team members onboard.

• Contribute to the overall growth and development of the customer success team.

• Ownership of Customer Success playbook.

• Create and work with internal and external teams to build blueprints to adopt 3E’s hybrid adapter.

• Independently manages customer welcoming and planning.

• Own the 3E customer welcoming and onboarding process.

• Creates and develops customer success journey packet.

• Meets with customers via video calls for training and check-ins with occasional onsite meetings.

• Responsible for building relationships with C-level executives and understanding their strategic objectives.

• Ownership over customer satisfaction by ensuring the customer achieves their desired outcome.

• Mentor and assist other CSMs with customer satisfaction strategy.

• Collaborate across internal teams to track customer progress towards goals.

• Work with 3E product support and implementation teams ensuring all work is coordinated and orchestrated.

• Track software bugs and feature requests to communicate in detail to the product/development teams.

• Identifying upsell and cross-sell opportunities, collaborating with the sales team on account planning presales and beyond.

• Identify and present customer success cases to the marketing team quarterly.

• Key player in go-to-market activities

• Work with existing customers to expand 3E product usage.

• Regular check-ins with customers to ensure they are using all purchased 3E products to full capacity.

• Regularly analyzes customer health and usage metrics to organize outreach, webinars, and campaigns.

• Responsible for maintaining relationships with C-level executives, understanding their strategic objectives, and aligning 3E’s solutions to meet their needs.

• Ownership of user forums for your product line

• Prioritization for Help Articles, Onboarding Videos, and other tools

• Understands and continues to learn the product and industry space.

• Attend product compliance and sustainability conferences to connect with customers and learn about relevant industry updates.

• Share knowledge and insights with customers, internal teams, and industry forums, positioning yourself as a thought leader in the customer success space.

• Assist in and lead Customer Success planning and long-term goals.

• Assist the director with developing processes and frameworks and implementing initiatives to improve customer satisfaction and retention.

• Customer Feedback and Advocacy

• Gather customer feedback and insights and communicate them internally to influence product development and improvement.

• Act as a customer advocate within the company, ensuring that customer needs and priorities are understood and addressed.

What Makes You a Great Fit

• Bachelor’s degree and 10+ years of work experience required within software, project management, and/or customer success.

• Strong communication and interpersonal skills

• Proven ability to build and maintain relationships with key customers.

• Strong problem-solving skills

• Experience in analyzing customer usage data and identifying trends

• Ability to mentor junior team members.

• Experience with CRM software.

Other Topics

• Up to 20% of traveling required.

Disclosures:

3E is committed to a diverse and inclusive work environment. 3E is an equal opportunity employer and does not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability, or any other legally protected status. For applicants who would like to request accommodation please send an email to recruiting@hr.3eco.com

Visit us at [https://www.3eco.com/>

Follow us at [https://www.linkedin.com/company/3e-safer-world/>

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Agencies: 3E is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at 3E via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of 3E. No fee will be paid in the event the candidate is hired by 3E because of the referral or through other means.