CMX1 powers everyday excellence in the world’s most trusted brands. We give enterprises a single, easy-to-use platform for automating quality, risk, and compliance—so they can more quickly and consistently deliver the quality, safety, and experiences their customers can trust (and have come to expect). For over a decade, our unrivaled suite of enterprise solutions have equipped businesses with a single source of truth from the front lines to the corporate office and across the entire supply chain. We serve customers in more than 160 countries and 40 languages with plans to rapidly grow the business, taking advantage of new investments and increased operational complexity in the industries we serve. That’s where you come in.

As a Customer Success Manager for Compliance Metrix, you will work with new and existing accounts to ensure they are successful with and delighted by our solutions.  You will help onboard, deploy, and drive ongoing utilization, to make satisfied, successful customers. You will drive adoption and usage, serving as your customers' advocate within our business, educating them and connecting them with new methodologies and industry developments, exposing new use-cases, all to increase the value our solution delivers to their organization.  Additionally, you will work with your counterparts in Sales to develop revenue growth plans for the customers you support, through upsell and cross-sell campaigns.

Are you good at wearing many hats? This role lets you interact with all parts of the business. Not only does it require a high-touch customer interface, but it also puts you in direct contact with Product, Sales, Renewals, Marketing, Engineering, and Support. You will have the opportunity to use, showcase, and grow your account management skills, drive internal changes to better serve our customers, and be part of an amazing team of fun, energetic, and dedicated Customer Success professionals.

Job Duties and Responsibilities:

• Build relationships with customers consistent with the CMX1 customer lifecycle  journey

• Track onboarding progress, drive adoption and usage of our software

• Identify and track feature requests/bugs

• Provide feedback to internal teams on how CMX1 can better serve our customers

• Convey relevant features/functionality to customers for their specific business needs

• Exceptional and impactful stakeholder relationship management (Director, VP, C-level)

• Help identify and work with counterparts in CMX1 Sales to drive ARR growth with cross-sell and up-sell opportunities

• Lead on time renewals for CMX1 subscriptions

• Conducts customer business reviews (quarterly, biannually)

• Identify and mitigate churn risk

• Drive CARR and ARR growth amongst account base

• Minimize ARR churn

• Grow Net Revenue Retention

Qualifications and Skills:

• Bachelor’s Degree or 8+ years' work experience in an equivalent capacity (Customer Success and/or Enterprise Account Management

• Excellent communications skills and narrator

• Demonstrated commitment to being customer-centric across all that you do

• Experience with SaaS-based applications and services

• Strong technical acumen, ability to learn and understand software and associated customer use-cases

• Experience working with MavenLink, Salesforce.com, Jira, Zendesk  and Confluence  a plus

• Superior, demonstrated stakeholder relationship management skills

• Ability to successfully navigate highly matrixed organizations

• Self-Starter / High Energy / Positive Attitude /  Detailed Oriented

• Strong customer service, management, listening, and presentation skills

• Ability to balance multiple disparate tasks

• Passion for working in and optimizing systems, problem solving, and troubleshooting

• Excellent interpersonal skills that facilitate strong rapport and working relationships

• Apply curiosity, empathy, and a collaborative mindset when partnering with others 

• Possess service orientation while knowing when to push back with alternative solutions

• Skilled at juggling multiple tasks and wearing many hats, employing the right sense of urgency, prioritization, and time management required to meet all deadlines

• Apply a highly organized approach to work with a strong attention to detail