Customer Success Manager
About Rising Team:
The Rising Team platform helps companies increase employee engagement, deepen trust and connection, and improve manager effectiveness. Our software equips managers to easily run interactive team sessions, remotely or in person, without needing an outside facilitator. Leading companies, including Google, Bank of Hawaii, Intuit, DXC, Yahoo!, and many more, use Rising Team to develop stronger managers and more engaged, resilient teams.
Rising Team is led by a group of highly experienced entrepreneurs and managers with decades of experience and track records of success. The company is funded by prominent investors, including Zeal Capital Partners, Peterson Ventures, Female Founders Fund, Roble Ventures, and others. We envision a world where everyone in the workforce is deeply understood, supported, and empowered to reach their goals—including you!
Summary of the Position:
Rising Team is seeking a Customer Success Manager (CSM) to support our growing list of customers. The CSM is responsible for onboarding, supporting, retaining, and renewing our customers, and creating raving RT fans who are getting significant value from the product. In this role, you will own all post-sales activities for your book of business, including customer onboarding, customer success plans, relationship management, product adoption, and usage. You will also work in partnership with sales to secure renewals and expansion opportunities.
Our ideal CSM is highly customer-centric, consultative, and solutions-oriented with an innate understanding of the challenges our customers are solving for, and is excited about getting in on the ground floor of building a CS department. You thrive in a collaborative, fast-paced start-up, and are eager to contribute to building internal processes while also serving your clients at the highest level.
Our primary customers are senior functional and divisional executives and HR leaders interested in driving transformation in engagement, retention, and effectiveness at their organizations.
This role is designed for a CSM who loves building the plane while it’s flying and can do so while delivering best-in-class customer experience. You’ll gain extensive exposure to the best People & Behavior Change science, HR and Talent Development executives, and leadership thought leaders.
What You'll Do:
- Be the trusted advisor and primary point of contact for your portfolio of Rising Team customers, nurturing strong relationships and driving success throughout their journey.
- Own the entire customer lifecycle, including onboarding, adoption, engagement, retention, and renewal.
- Create and implement tailored customer success plans, aligning Rising Team's offerings with clients' strategic objectives and outcomes.
- Drive and clearly demonstrate measurable results and ROI for customers. Present compelling data to customers about the impact of Rising Team
- Conduct regular check-ins, uncover opportunities for growth and proactively address potential risks.
- Nurture strong relationships with customers to develop them into enthusiastic advocates, supporting renewals, expansions, and empowering them to champion Rising Team’s solutions internally and externally.
- Collaborate with Sales to identify account expansion opportunities and develop and implement account expansion strategies
- Monitor account usage and use data-driven insights to continuously improve customer health and satisfaction
- Be the voice of the customer within Rising Team, channeling feedback to drive product improvements and innovation
- Contribute to the evolution of the Customer Success function by developing best practices, improving internal processes, and fostering a culture of excellence
What You’ll Need:
- The ability to build and nurture strong customer relationships with a deep commitment to delivering exceptional results for your customers.
- The capacity to develop and implement effective customer success strategies that align with business goals, including managing renewals and driving account expansion.
- Strong aptitude for analyzing customer needs and delivering tailored solutions that drive engagement and satisfaction.
- Exceptional communication skills, both verbal and written, with the ability to effectively present information, respond to client questions, and influence internal stakeholders.
- Ability to understand and compellingly present data that proves impact
- Keen interest in HR, people management, or leadership development, with the ability to apply these insights to customer success strategies.
- Self-starter mentality with the ability to work independently while collaborating effectively as part of a team.
- Ability to manage multiple priorities and deadlines in a fast-paced, dynamic environment.
- Proactive approach to customer outreach and problem-solving
- Adaptability and eagerness to learn new technologies and methodologies in the evolving field of team development and employee engagement.
If you are passionate about increasing connection and engagement in the workplace, have a deep understanding of enterprise clients' needs, and are looking for an exciting opportunity to join an early-stage startup with big global ambitions, we encourage you to apply for this role.
Rising Team is based on the belief that we are ALL one team, good ideas come from everywhere, and inclusion, equity, and belonging are necessary to thrive. The best teams include people from diverse backgrounds and experiences, and so we are actively seeking people of all races, genders, gender identities, sexual orientations, religions, national origins, and ages, as well as veterans and individuals with disabilities. If one of these positions aligns with your passions, we’d love to hear from you even if you lack a listed requirement in an area you want to learn and grow.