Customer Success Manager: Adoption & Renewals

At Rigor we’re on a mission to make websites faster for our growing user base. The Customer Success Manager fills a critical role on our Customer Success team, helping to drive customer adoption with a proactive outreach. The result of customers seeing value with strong internal traction? Renewals and sometimes even expansions!

Responsibilities:

  • Build value-based relationships focused on adoption, education, and customer business challenges
  • Interface confidently with C-level tech buyers and sophisticated power users
  • Demonstrate strong follow-through and ability to manage multiple tasks and projects
  • Have experience in account management, customer experience management, consulting, professional services or implementations, preferably at the enterprise level
  • Thrive in a fast-paced environment and learn quickly
  • Have familiarity with NPS and/or other customer satisfaction metrics
  • Are passionate about customers and having great relationships with them
  • Earned a Bachelor's degree or higher

Requirements:

  • Proactively outreach to customers to understand and document value realization as well as maximize adoption and understand major feature needs
  • Work effectively with Rigor champions and power users to drive utilization within large organizations...and create more champions!
  • Forecast retention, upcoming renewals, and churn for a segmentation of customers and create unique outreach campaigns for each
  • Build collateral as needed that reinforces our various teams relationships with customers
  • Collaborate in mapping customers to the performance maturity stage and driving them toward increasing levels of maturity and engagement
  • Create packages and spreadsheets for upcoming customer renewals to incentivize retention and expansion
  • Run point on cancellations and downgrades and uncover the root cause
  • Uncover opportunities to expand customer usage and close them with sales collaboration
  • Quarterback at-risk customer situations and save them when possible
  • Occasional travel for in-person customer visits (as needed)

Every person on our team

  • Has fun and is passionate about their work (#1)
  • Plays a critical role in the company’s success
  • Cares deeply about helping customers document and solve real business and performance problems
  • Contributes to information sharing, cross-training and making the Rigor customer experience even better!

Our core values

  • Be genuine
  • Do the right thing
  • Own your work
  • Win as a team
  • Improve every day
  • Use resources wisely
  • Customer first

Our team uses the following technologies

  • CRM: Salesforce, Excel, Powerpoint, Intercom, User Voice, Pardot, Fullstory, Zendesk, SalesLoft
  • Operations: Rigor, Google Apps, Rollbar, JIRA, Twilio, Sendgrid, Wordpress, Selenium IDE, Gainsight, SurveyMonkey, Slack
  • Front-end technologies: HTML, CSS, Javascript, RESTful APIs

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