Client Success Manager - East Coast

Spiff (https://spiff.com), recently named one of the most innovative Fintech companies, is on a mission to inspire, enable, and reward peak business performance. Why? Commission plans are used by modern companies to reward and drive good behavior using more advanced rules or combinations of rules such as quota attainment, accelerators, and other types of variable earnings. Great Commission plans motivate Salespeople to sell more to the right companies. In order to help companies and reps to reach their full potential, we take the manual labor and complexity of current commission processes and completely automate them. Finance teams used to spend hours each month trying to prepare commissions, communicate them to their reps, deal with discrepancies, and then get those paid on time. Spiff automates that full process. We connect to the client's systems; CRM, ERP & Payroll to reduce the work and amount of errors. Spiff gives powerful, real-time data and insights to reps, managers, and executives about their commissions.

The Client Success Manager owns and nurtures client relationships throughout the client’s lifecycle. The right candidate for this role will have a passion for enabling clients, experience and a love for SaaS, demonstrable success in a similar role, knowledge of the digital landscape and a thirst to learn. This role will be required to interface directly with customers via phone, email, web conference and sometimes in person to understand and help guide usage of our platform and ensure we meet their business needs. Additionally, this person will be instrumental in up-sell/cross-sell opportunities. It is critical that the person in this role be a self-starter, a creative problem solver, strategic and be willing to go above and beyond for client satisfaction. 

Key Responsibilities:

• Understand client’s key goals and objectives 

• Work closely with onboarding to ensure smooth client transition from implementation stage to using and gaining value long-term

• Meet with clients regularly to encourage usage and adoption of software

• Set and manage customer expectations appropriately

• Use a proactive approach to keep clients informed of all product enhancements and product roadmap that will enhance their business

• Provide ongoing training and support to admin and end users

• Drive adoption of Spiff through client’s organization, seek additional teams or areas that could be leveraging platform if they aren’t already

• Identify upsell and cross-sell opportunities to increase ARR

• Build strong, trusted relationship with key individuals within the client’s organization, including end users and executives/decision makers

• Work cross-functionally with strategic and technical colleagues to coordinate timely follow-up on requests, issues, and open questions from clients

• Act as voice of the client, communicating needs or feature requests internally to influence future roadmap enhancements

• Proactively identify signals of potential churn-risk and develop action plan to address and course correct

Skills / Experience Needed For The Job:

• 4+ years of relevant Customer Success Management or Account Manager experience

• Demonstrated success in preventing churn and/or successfully meeting up-sell/cross-sell quotas

• Experience managing and maintaining 50+ accounts

• Dynamic personality; a likable person who can build rapport with customers of all levels of technical experience

• Working knowledge of SaaS business concepts and metrics

• Fantastic, confident presentation skills

• Executive presence and confidence in communicating with technical, business, and C-level stakeholders.

• Exceptional written and verbal communication

• Organizational skills and ability to juggle several requests and clients at once

• Reliable and dependable. Respond to clients when you say you will

• The ability and desire to work in a dynamic challenging startup environment

• Self-motivated and driven; a problem solver

• Unrelenting passion for customer success

• Experience with commission plans and calculations

• Experience with Salesforce

• Bachelor’s Degree or equivalent experience

• Incredible sense of humor

Bonus Requirements:

• Sales ops, especially familiarity with Salesforce (from an admin perspective)

• Technical expertise (SQL/database, light coding, etc...) is a huge plus

• Basic accounting/finance understanding

• Interest in Startups/Tech/Finance. Our team loves the startup community, and genuine interest in the space is huge.

What types of perks and benefits we offer… 

• Competitive Salary and Equity

• Health Benefits

• Remote First & Friendly Company

Spiff Inc. will consider internal equity, external market information, and each candidate's prior experience, education, location, skills, and aptitudes for the role they are applying for.

• Fraudulent Recruitment Alert - Be Aware and Stay Informed
  At Spiff, we prioritize a secure recruitment process. We've noticed fake job offers online where individuals, posing as Spiff representatives, aim to deceive candidates through emails and calls to obtain sensitive information. Spiff's Stance:

• Thorough Interview Process: We never extend job offers without a comprehensive interview process involving our recruitment team and hiring managers. This process always includes video or in-person interactions at some point during the interview process.

• Offer Communication: Our job offers are not sent solely through email. We ensure that all offers are initially communicated verbally by Spiff’s recruitment team, followed by written communications

• Email Verification: Legitimate recruiting emails from Spiff, inc. will always originate from an "@spiff.com" email address. If you have any doubts about the authenticity of an email, letter, or telephone communication claiming to be from Spiff, please reach out to us at talent@spiff.com before taking any further action in response to the correspondence.

Your security is our priority, and we want to ensure that your interactions with us are safe and reliable. Should you encounter any suspicious communication or have any concerns, do not hesitate to contact us. Stay vigilant and informed.

At Spiff, we're committed to building a diverse and inclusive organization that reflects the ever-changing world around us. We strive for an equitable workplace where everyone feels welcome regardless of gender identity or sexual orientation; race or ethnicity; age; physical ability; socio-economic status; religious beliefs; political views or affiliations; or any other factor that can be used to make someone feel excluded from the workplace experience.

Our unwavering commitment to this mission is founded on the idea that varied perspectives drive innovation.

We know that fostering a diverse and inclusive team has a positive impact on our products and services, and helps us better serve our customers, employees, and community stakeholders. That's why we're building a culture where differences are celebrated and an environment where people from all backgrounds are treated with respect and given the freedom to be their authentic selves.

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