Senior Customer Success Manager
Denver, Colorado
Full Time: In Office
If your idea of Customer Success is solving challenges and pain points for clients with innovative products, service and industry expertise, we have the position for you!
Our team aims to drive an above and beyond experience that generates immediate ROI and long-term value for Impulsify’s customers. The desired outcome is to drive retail success that results in raving fans and unprecedented renewal rates from our customers who can’t do retail without us!
Our Senior Customer Success Managers possess an unrivaled sense of autonomy, ownership, and dedication to helping each customer realize the untapped value of their retail outlets when using Impulsify software and services. Senior Customer Success Managers have the opportunity to grow their careers through a focus on skill development and performance-based progression at a fast scaling company serving the hospitality and multifamily industries.
WHO WE ARE
Impulsify is an award-winning, Denver-based software company committed to above and beyond service, unprecedented ROI to our customers, and ridiculously crazy giving to charity.
We offer SaaS-based Retail Management Software including self-service payment solutions to a variety of channels within the hospitality industry including hotels, glamping sites, and luxury residences.
Our mission is to continuously use our opportunities and success to give more to those without through service and charity.
WHAT WE DO
We have a huge passion for those grab-and-go retail spaces that mean the world to visitors when they need a quick on-premise meal, snack, beverage, or forgotten essential. Our self-service kiosks make retail transactions safe and guest-controlled in the new Covid world.
Using our data and retail expertise, we design easy-to-implement retail spaces and provide the technology needed for non-retail business operators to succeed at retail without the need to fully understand the ins-and-outs of running a retail store.
WHY WE DO IT
We firmly believe that those who are blessed with success and opportunity should give on a ridiculous level to those who have little chance at either. We give 1% of top line revenue to charities that provide life-saving resources to the poorest of the poor and the utterly forgotten. All team members participate in annual campaigns, events, and volunteer projects to help improve the lives of those in greatest need.
WHAT YOU BRING
Experience and qualifications
- 3+ years of experience in a success or support role preferably in SaaS
- Experience in HubSpot CRM is a plus
- Have demonstrated experience in customer service and are passionate about the customer experience
- Experience owning, maintaining, and driving a customer relationship in a quota or retention-carrying role
- Proven track record of success growing customer value
- Excellent phone, written and verbal communication skills. Familiar with presenting strategy verbally in person, over the phone, and in email communication.
- Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution.
- Confident, self motivated, and a true team player
- Demonstrated desire to learn
WHAT YOU DO
Responsibilities:
- Primary ownership and accountability for ensuring customer growth, delight, and retention for complex customers who require higher-touch service.
- Build and foster relationships with key decision makers and stakeholders across multiple customer teams
- Engage customers in strategy calls, and onsite visits as needed, to derive maximum value from their investment in Impulsify
- Understand and respond to customers advanced technical requirements
- Identify and develop new opportunities for expanding customer's usage of new products
- Define what success means for your customers and produce detailed plans outlining roadmap to achieve success and share in accountability of their success
- Monitor customer health and create risk mitigation plans where needed
- Collaborate with other Impulsify teams, and executive leadership, to ensure adoption and successful customer renewals
- Resolve customer inquiries by aligning customers with the right resources
- Be accountable for the retention of your customers along with maintaining an accurate forecast for in-month and future month performance
- Serve as a mentor to new team members
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
PERKS
- Competitive compensation package
- Generous, clear-cut Variable Comp plan
- Medical, dental, and vision insurance
- 401(k) employer match program
- Awesome (and safe!) office on the Platte in Denver – wait ‘til you see our deck!
- Impulsify RED happy hour
- Company picnics, retreats, parties, bowling, planking, and rewarding service projects
Apply Now
Contact us today at careers@impulsifyinc.com to join a passionate, amazing group of really good people. Let's go do amazing things together for all the right reasons.
