Customer Success Manager (CSM)

Job Type: Full-time, Manager

Location: Grand Rapids, MI

Reports to: Director of Customer Success

Accepting Applicants Until: January 3, 2022

Is this position for you?

Are you a self-starter with a drive to help others succeed? Are you an effective communicator with the power to influence? Do you juggle multiple tasks with ease and thrive in an environment that pivots to meet rapidly changing customer needs? Have you got an insatiable hunger to learn? Do you tend to solve problems quickly, critically, and creatively? 

If you said yes to all of these, you may be perfect for this role and an outstanding asset to our team, our customers, and our network of freelancers.

Customer Success Manager – Overview

FlexTal™ is the #1 flexible talent matching platform leading the future of work. Every day, we match organizations small and large with elite independent contractors for flexible hourly and project-based engagements on demand. We are hiring an experienced Customer Success Manager to help us keep growing. 

At FlexTal, we are on a mission to build a smarter way to work that improves the quality of people’s lives. We embrace exceeding expectations, being authentic, building a community, and laughing a lot all while focusing on growth and reinventing work.

We are looking for a technically savvy Customer Success Manager (CSM) who possesses a strong drive for results. A CSM must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. A strong background in leading teams or projects to successful completion, especially involving managing remote workers, independent contractors, or freelancers (collectively “Talent,” in our language) and direct interaction with customers. 

Duties for the CSM will include a broad range of tasks involving both Talent and customer audiences, including, but not limited to, engaging with new and existing Talent and customers to build and maintain relationships, implementing success programs, contributing to sales to maximize value and increase customer LTV, onboarding and training Talent and customers, and creating strategies to grow our networks of Talent and customers while minimizing churn. A successful CSM should be able to provide insights on interactions with Talent and customers, improve the customer experience through support with our organization’s products, services, and processes; as well as proficiently and effectively navigate customer complaints and requests.

CSM – Responsibilities

  • Develop and manage customer portfolios.
  • Develop relationships with customers to understand their business needs, expand our services to them, and improve their customer experience, while minimizing customer churn.
  • Sustain business growth and profitability by maximizing value.
  • Assist core team with quote creation, timekeeping validation, billing, and invoicing.
  • Anticipate, handle, and resolve customer requests and complaints. 
  • Ask relevant questions and gain knowledge to successfully match Talent.
  • Answer questions and offer tips, tools, or Talent as solutions for customers.
  • Understand customers’ needs and successfully match them with the right freelance Talent.
  • Develop relationships with Talent to help ensure effective Talent Matches.
  • Mediate between customer & organization, Talent & organization, and customer & Talent.
  • Make suggestions for improvement of onboarding processes for Talent and customers.
  • Review and give feedback to improve customer-facing and Talent-facing templates, tools, dashboards, and other communication infrastructure. Aid in product design and development.
  • Understand and help to optimize existing systems and processes. When necessary, assist in training or creating training materials for other members of the department. 

CSM – Qualifications

  • Highly organized, able to manage multiple tasks concurrently, self-driven, and accountable.
  • 3-5 years of experience in customer service or customer success position strongly preferred.
  • Exceptional ability to communicate and foster positive professional relationships.
  • Patient and active listener, with the ability to act as ally and advocate for Talent and customers.
  • Highly computer literate with the ability to learn new software and processes quickly.
  • Technically savvy with skills, background, or understanding of one or more categories of organization’s service offerings.
  • Experience in managing a diverse group and training each according to company standards.
  • Proven leadership of teams of remote workers toward successful outcomes. 
  • Ability to establish expectations and milestones and keep Talent and customer aligned.
  • Passion for service and desire for a deep understanding of issues facing Talent and customers.
  • Capacity to build relationships with Talent and customers and anticipate and recognize concerns and thoughts regarding the use of the organization’s services, as well as the ability to triage, troubleshoot, and react as needed to those concerns and thoughts.

FlexTal™ is committed to attracting and retaining a diverse and inclusive workforce that is focused on authenticity, community, laughter, and growth. As an equal opportunity employer, we consider all applicants without regard to race, color, religious creed, gender, sexual orientation, gender identity or expression, national origin, age, status as an individual with a disability, veteran or military status, or other status protected by applicable federal, state or local law.