Customer Success Manager

Why work with us?

• Full-time position with health insurance and benefits
• Own relationships with ambitious teams across industries
• Flexible working hours
• Remote work with purposeful in-person events
• Direct collaboration with product, sales, and delivery

The role

As Customer Success Manager, you will own the client journey from the first conversation through implementation and renewal. You will work across sales, product, and delivery to keep expectations clear, remove blockers, and make sure clients achieve measurable results.

Responsibilities

• Conducting inbound sales meetings with prospective clients to explain our offering and how it can benefit their operations
• Drafting project specifications, including a high-level articulation of the workflow, for clients during the pre-sales process
• Managing client relationships throughout the project lifecycle, from pre-sales to post-implementation support
• Collaborating with the consultants during the discovery period to ensure a smooth transition of the project
• Conducting regular check-ins with clients to understand their needs and identify opportunities for upselling and cross-selling
• Proactively identifying and mitigating potential risks to client success
• Creating and maintaining customer success metrics
• Ensuring timely renewal of client contracts and tracking customer satisfaction metrics
• Continuously improving our customer success processes and strategies to ensure the highest levels of client satisfaction

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or related field
• Familiarity with workflow automation and related technologies is essential
• Minimum of 2 years of experience in customer success or account management, preferably in the software or technology industry
• Proven track record of achieving customer satisfaction and success metrics
• Strong communication and interpersonal skills, with the ability to build rapport and relationships with clients
• Analytical and problem-solving skills, with the ability to identify and resolve issues quickly and effectively
• Experience with no-code software, Airtable, Zapier, and CRM systems
• Ability to work independently and manage multiple projects simultaneously

About you

• You care deeply about customer success and understand no-code tools and workflow automation
• You have a strong track record of delivering exceptional customer service and account growth

About Ace Workflow

Ace Workflow helps companies find broken work, design a better operating model, and build the workflows and systems that make it real.

Our work connects operational strategy with implementation, so clients can see what changed and measure the time and money it saves.