Customer Success Manager

<p>Are you passionate about helping customers succeed—not just “supporting” them, but empowering them to thrive? Do you thrive in a fast-moving, transparent environment where your ideas and impact matter?</p><p>If you’re the kind of person who builds trust quickly, loves solving problems, and gets energized by helping clients realize real value through technology, this role is for you.</p><p></p><p><strong>Who We Are:</strong></p><p>SATISFYD is the go-to experience management platform for the equipment industry. For over 25 years, we’ve helped dealerships and manufacturers understand and act on what matters most—feedback from their customers and employees.</p><p>We specialize in Voice of Customer (VoC), Reputation Management, and Voice of Employee (VoE) solutions—purpose-built for heavy equipment, agriculture, construction, and industrial brands. As the market evolves, we're laser-focused on scaling automation, deepening analytics, and helping our clients elevate service with smarter, AI-powered tools.</p><p>This role isn’t about checklists and call logs—it’s about building relationships, solving meaningful business problems, and helping our clients unlock value from day one.</p><p></p><p><strong>About the Role:</strong></p><ul> <li>Customer-First Culture: Everything we build—and every decision we make—starts with how we can better serve our clients. Your voice will shape what comes next.</li> <li>Own the Onboarding Experience: You’ll own the onboarding strategy, streamline implementation, and become a trusted advisor to some of the biggest names in the equipment space.</li> <li>Build Real Relationships: Our clients are long-term partners. You’ll work closely with them to understand their goals and help them succeed.</li> <li>Autonomy + Flexibility: We don’t micromanage. You’ll set the tone, own your accounts, and have the freedom to work where and how you’re most effective.</li> </ul><p></p><p><strong>What You’ll Do:</strong></p><ul> <li>Lead onboarding&nbsp;for new clients on our XperienceHub platform—from kickoff to go-live.</li> <li>Educate and empower&nbsp;users with best practices, training, and insights that help them get maximum value.</li> <li>Manage relationships&nbsp;across a mix of dealerships and manufacturers—guiding clients through configuration, adoption, and beyond.</li> <li>Troubleshoot and solve problems&nbsp;quickly, looping in Support when needed but always owning the client experience.</li> <li>Collaborate cross-functionally&nbsp;to relay client feedback and shape product enhancements.</li> <li>Monitor account health&nbsp;and usage trends to proactively drive retention and renewals.</li> </ul><p></p><p><strong>What You Will Bring:</strong></p><ul> <li>Relationship Builder: Your strong relationship skills will allow you to connect and build trust with new and existing clients.&nbsp;&nbsp;</li> <li>Tech-Comfortable: Experience navigating SaaS platforms and explaining them to non-technical users.&nbsp; Bonus points if you’re familiar with HubSpot and Freshdesk.&nbsp;</li> <li>Self-Starter: With flexibility, you’ll need to manage your time like a pro and stay a step ahead of client needs.</li> <li>Communicator: You’re clear, concise, and persuasive—in emails, Teams, and one-on-ones.&nbsp;&nbsp;</li> <li>Process-Oriented but Flexible: You love repeatable systems but aren’t afraid to initiate change and adapt.&nbsp;&nbsp;</li> </ul><p></p><p><strong>Why Join Us?</strong></p><ul> <li>Remote-First Flexibility: Work from wherever you’re most productive</li> <li>No Red Tape: We move quickly and cut the fluff</li> <li>Make Your Mark: Your voice and ideas matter—directly shape how we grow</li> <li>Customer-Centric Culture: We prioritize long-term success and client trust over shortcuts</li> <li>Career Growth: As we scale, you’ll have room to expand into leadership or specialization</li> </ul><ul><li>Collaborative Team: Work alongside people who care deeply about doing great work together</li></ul><p><strong>Requirements</strong></p><ul><li>Minimum of 3 years of experience in customer success, account management, or a related field.</li></ul><ul> <li>Bachelor’s degree in Business, Marketing, or a related area.</li> <li>Strong communication and interpersonal skills, with the ability to build rapport with clients.</li> <li>Proven experience in working with customer and driving high levels of satisfaction.</li> <li>Strong problem-solving skills and the ability to think critically.</li> <li>Self-motivated, adaptable, and able to work effectively in a remote environment.</li> <li>Experience with CRM software and customer engagement platforms, knowledge of HubSpot is a plus.</li> <li>Ability to analyze data and present insights in a clear and compelling manner.</li> <li>Experience in the B2B sector or technology industry is a plus.</li> <li>Passion for customer success and a strong desire to help clients achieve their goals.</li> </ul><p><strong>Benefits</strong></p><ul> <li>Health Care Plan (Medical and Dental)</li> <li>Retirement Plan (IRA)</li> <li>Paid Time Off (Vacation, Sick &amp; Public Holidays)</li> <li>Family Leave (Maternity, Paternity)</li> <li>Training &amp; Development</li> <li>Work From Home</li> </ul>