Customer Success Manager

Overview

As a Customer Success Manager at RBP Consulting INC, your role is to ensure that our clients achieve their desired outcomes and derive maximum value from our services. You will serve as the main point of contact for clients, managing their post-sale experience, nurturing relationships, and driving retention and upsell opportunities. Your success will be measured by client satisfaction, renewals, and the expansion of client accounts.

Responsibilities

• Client Onboarding: Lead the onboarding process for new clients, ensuring a smooth transition and understanding of services and solutions.

• Client Engagement: Establish and maintain strong, long-lasting client relationships, acting as the primary point of contact for client inquiries and needs.

• Needs Assessment: Conduct regular client needs assessments to understand their goals, challenges, and opportunities for success.

• Client Success Planning: Collaborate with clients to create and execute tailored success plans, setting clear objectives and strategies for client success.

• Retention and Renewals: Proactively manage client accounts to ensure high retention rates, facilitating contract renewals and expansions.

• Client Support: Address and resolve client issues, concerns, and inquiries, coordinating with internal teams as needed to provide solutions.

• Client Feedback Gathering: Regularly gather feedback from clients to assess their satisfaction and identify areas for improvement.

• Product Knowledge: Stay informed about the company's products, services, and industry trends to effectively communicate the value proposition to clients.

• Cross-Selling and Upselling: Identify opportunities for cross-selling and upselling additional services or products to existing clients.

• Client Training and Enablement: Coordinate and conduct training sessions or workshops to enable clients to effectively use and manage our services and solutions.

• Customer Advocacy: Encourage clients to become advocates for the company, fostering case studies, testimonials, and referrals.

• Customer Metrics Tracking: Monitor and analyze key customer success metrics, including usage data, engagement, and adoption rates.

Qualifications

• Associate degree or certifications in Education, Business, or related fields.

• 1-3 yrs Proven experience in customer success, account management, or a related role.

• Excellent communication, relationship-building, and problem-solving skills.

• Strong client focus with a dedication to client satisfaction and success.

• Ability to work independently and as part of a team.

• Familiarity with HubSpot CRM platform, ServiceHub tools, and training practices.

Nice to have:

• Additional HubSpot Certifications + other industry-related training.

• Bachelor degree in Education, Business, or related fields.

• Prior experience in the roofing industry or construction consulting/softwares is a huge plus.

 

We strive to be transparent around compensation. Actual compensation for this role is based on several factors, including but not limited to job-related skills, qualifications, experience, and location-based considerations. In addition to a base salary, this role is also eligible for all employee benefits.

Compensation: $50,000 Base Salary + Commission 

• 5% HubSpot QRR

• 5% RBP QRR

• 10% Cross-Sells and Upsells

• $1,500.00 Onboarding ‘Go-Live’ Bonus