Company Overview:

Operix is a rapidly growing software company specializing in solutions for the specialty trade service and construction industry. Our mission is to empower businesses with cutting-edge technology that streamlines field operations and improves efficiency to drive customer growth.

Role Overview:

As a Customer Success Manager, you will play a critical role in driving customer satisfaction, engagement, and retention. Alongside the existing Customer Success team, you will work across all Operix customers to ensure they are successfully adopting our software, maximizing its value, and achieving their business goals. You will collaborate with internal teams to deliver an exceptional customer experience and continuously improve our customer success workflows.

Key Responsibilities

Customer Engagement:

• Proactively monitor customer health and engagement, ensuring customers are fully utilizing the platform to meet their objectives.
• Conduct periodic check-ins and facilitate communication with customers to understand their needs and gather feedback.

Success Enablement:

• Develop resources, best practices, and processes that help customers succeed with the software post-implementation.
• Educate customers on features, updates, and use cases to drive adoption and value realization.

Collaboration with Teams:

• Partner with the implementation team to ensure a seamless transition from onboarding to ongoing success.
• Work closely with support, professional services, product, and engineering teams to address customer challenges and advocate for customer needs in product development.

Retention and Growth:

• Identify at-risk customers and develop strategies to re-engage and address their concerns.
• Collaborate with sales on upsell and expansion opportunities by identifying customers who could benefit from additional products or services.

Customer Insights:

• Track and analyze customer success metrics to identify trends, opportunities, and areas for improvement.
• Use customer feedback to inform strategies that enhance the overall customer experience.

Requirements:

• Minimum of 2 years experience in a customer success role within a SaaS or software environment.
• Strong understanding of customer success workflows, methodologies, and best practices.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels on a proactive basis.
• Analytical mindset with the ability to leverage data to inform decisions and strategies.
• Self-motivated and proactive, with a strong focus on customer outcomes.

Preferred Qualifications:

• Experience in the construction or service industry is a plus but not required.
• Familiarity with customer success tools and platforms.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance
• Work from home

Compensation Package:

• Bonus opportunities

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer service: 2 years (Required)

Work Location: Hybrid remote in North Billerica, MA 01862