The Customer Success Manager (CSM) is a vital role responsible for ensuring our new customers have a smooth and successful onboarding experience. You will be their primary point of contact, guiding them through the implementation process, training them on our platform, and fostering a long-term, positive relationship. This role requires a proactive, customer-centric approach, excellent communication skills, and a strong understanding of our product and services. Proficiency in HubSpot is essential.

Responsibilities:

• Onboarding & Implementation:
  • Manage the entire customer onboarding process, from initial contact to go-live.
  • Develop and execute onboarding plans tailored to each customer's needs.
  • Conduct training sessions (online and potentially in-person) on theplatform.
  • Proactively identify and address potential roadblocks to ensure a seamless implementation.
  • Coordinate with internal teams (e.g., sales, product, engineering) to resolve customer issues.
• Payment Processing & Account Management:
  • Assist new customers with credit card setup and payment application processes.
  • Ensure accurate and timely processing of payments.
  • Address customer inquiries related to billing and account management.
  • Maintain accurate records of customer interactions and account information.
• Relationship Building & Retention:
  • Build and maintain strong relationships with key customer stakeholders.
  • Proactively check in with customers to ensure ongoing satisfaction.
  • Identify opportunities to expand customer usage oF features.
  • Gather customer feedback and share it with the product team.
  • Contribute to customer retention efforts by providing exceptional service.
• HubSpot Administration & Reporting:
  • Utilize HubSpot to manage customer interactions, track progress, and generate reports.
  • Maintain accurate and up-to-date customer data within HubSpot.
  • Create and manage workflows and automations within HubSpot to improve efficiency.
  • Analyze customer data within HubSpot to identify trends and areas for improvement.
  • Develop and maintain HubSpot dashboards to track key metrics.
• Other Duties:
  • Contribute to the development of customer success best practices.
  • Stay up-to-date on new features and functionality.
  • Participate in team meetings and share knowledge with colleagues.
  • Perform other duties as assigned.

Qualifications:

• Bachelor's degree in Business, Communications, or a related field preferred.
• 2+ years of experience in customer success, account management, or a related role.
• Proven ability to manage customer relationships and drive successful outcomes.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving and analytical skills.
• Proficiency in HubSpot is essential.Experience with CRM systems is a plus.
• Experience with payment processing and account management is preferred.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Passion for delivering exceptional customer service.
• Experience in the parking industry or related field is a plus.