Customer Success Manager - Cambridge, MA

brain-power-logo, customer success manager, hub recruiting, cambridge, boston, talent acquisition, full stack rpo, hiring, staffing

 

Brain Power is actively seeking a passionate, high-octane, and positive Customer Success and Outreach Manager to own the post-sales success process of our company, develop strong customer relationships, and promote retention and loyalty. 

You will be in charge of ensuring customers are onboarded effectively, feel supported if they encounter issues, engage frequently with our products, and provide organic testimonials via social media and word of mouth. 

Additionally, you will own the implementation of our strategy to identify the most successful customers, then develop and motivate them to be evangelists to generate and onboard new customers. Customers include end-users (families with a child with mental disabilities/differences), as well as schools. 

Your ability to motivate, develop, and organize them will be crucial. At Brain Power, we care deeply about each customer and are looking for an empathetic listener with abundant charisma and fire in her/his soul, who can actively pursue and cultivate strong and lasting relationships, and be the friendly face customers know and trust. 

 

Responsibilities: 

 Do initial and continuing research on our customers’ needs, and our technological solutions (current and in-development) 

 Initial interviews with customers to get up to speed. Then build relationships and trust: 

 Travel to customer sites 

 Call customers (and in-funnel prospects) 

 Conduct webinars and open-house events 

 Scrutinize feedback and data from all the above, and from product-usage tracking, customer feedback/contact forms, web hits, social media, and campaigns 

 Analyze all the above feedback to reveal trends, risks, success factors, and best practices 

 Funnel insights above to customize our offerings and our sales cycle to meet each current and future customer’s unique needs 

 Serve as a product expert. Provide technical support and training 

 Facilitate testimonials and evangelism by customers 

 Instigate social media presence and virality, for instance via competitions and campaigns

  Influence lifetime value through customer satisfaction and reduced churn 

 Map customer journey and identify opportunities for improvement 

 Set and follow goals for full lifecycle: customer reach, onboarding, success, retention, and peer-to-peer evangelism 

 Measure and communicate effectiveness of your full-lifecycle efforts. Define and establish system for tracking metrics and create a cadence for review with upper management 

  Create network and SOPs for successful customers to assist prospects and to be rewarded / motivated for their efforts

 

Background and Skills:

 Passion! 

 Charisma, fire, earnest and untiring energy, and infectious positive attitude! 

 Excellent communicator, high EQ, and also creative, analytical thinker 

 Strong ability to use data, and to design experiments/tests, to inform all decisions 

 2-3 years of experience in a customer-centric role such as: Customer Success, Account Manager, Customer Support, Sales, or Evangelist 

 Bachelor’s Degree 

 Ability to work collaboratively and also independently, to multitask, and to take initiative 

 Strong proficiency in analytics tools such as Google Analytics, Hubspot, or the like 

 Expertise in industry-standard metrics of performance 

 Strong proficiency in collaboration software such as Google Drive, Trello, Slack, and MS Office software 

 Attention to detail 

 

Preferred/Nice-to-Have Skills: 

 School or ed-tech expertise 

 Personal or professional connection to people with autism 

 Significant leadership experience 

 Previous sales experience (upsell, full-cycle); software sales preferred

Apply Below!