Customer Success Manager (CSM)

At Carousel Digital Signage we create spaces that make people feel welcomed, informed, and connected, and we want our customers to feel the same way about their relationship with us. The Customer Success Manager (CSM) is the trusted advisor and main point of contact for our customers who will assist and guide the customer through all aspects of the customer’s lifecycle.

To Carousel’s customers, the CSM is a trusted advisor and guide to achieving their core project objectives and finding new and fresh ways to communicate with their audience. They assist the customer from onboarding all the way through quoting and executing each renewal. 

Internally, the CSM is an advocate for customers and brings their voice back to the organization in a constant desire to improve the products and services we deliver. 

The CSM is a solutions-oriented person who enjoys helping others solve their problems.  They’re smart, curious, collaborative, and proactive. The CSM is driven by a desire to help customers achieve their goals with our products and services and continue to see value throughout the relationship. The CSM strives to retain the highest level of customer retention possible.

Responsibilities

• Facilitate best practice onboarding meetings with new customers based on customer specific goals.
• Engage and ensure all customers have the resources they need to be successful.
• Develop and maintain long-term relationships with stakeholders and end users.
• Lead customer account review meetings to ensure the account is still meeting customer needs and identify expansion opportunities.
• Engage with customers strategically during their journey to keep a pulse on customer needs.
• Engage with customers as renewals approach to address any issues prior to renewal.
• Quote renewals and plan changes for direct customers.
• Facilitate and quote expansion opportunities.

Requirements

• Solid customer communications skills
• Ability to develop trusted relationships with various levels of an organization
• Strong written and verbal communication
• Attention to detail
• Team-orientated
• Facilitation skills
• Adjustable self-starter, willing to tackle challenges head on
• Experience working in a SaaS environment
• Superb self-focused time management skills

WITHIN ONE MONTH, YOU’LL

• Become familiar with the Carousel Cloud product and its core use cases through the use of our training offerings and participating in customer demonstrations, onboarding calls, and account reviews.
• Begin exploring basic usage of the Carousel Cloud interface for updating and interacting with channels and creating bulletins.
• Develop a familiarity with Carousel’s CRM, quoting tools, and other associated customer management tools and basic tasks.

WITHIN THREE MONTHS, YOU’LL

• Begin taking over day-to-day account management tasks and communicating with customers via standardized workflows.
• Start quoting renewals and expansions for customers.
• May begin assisting with Account Reviews and customer onboarding consultations.

WITHIN SIX MONTHS, YOU’LL

• Begin taking full ownership of a subset of accounts at the guidance of your direct manager.
• Run customer calls, as necessary.
• May perform account reviews.

About Carousel

Carousel Digital Signage software keeps your content fresh through collaboration, dynamic playlists, data feeds, and scalable server software. With BrightSign, Apple TV, and Windows media player support, Carousel is the industry leader in enterprise digital signage content management.

It all started back in 1997 when one of our founders was working for an audio-visual integrator. His job was to train teachers how to use multimedia authoring software to put the school lunch menu on the tube TVs that were hung in the hallways. This was a frustrating job because the teachers didn’t understand how the software worked which led to training them over and over again. Until we had our aha moment! It’s not that the teachers weren’t smart; it was that the tool wasn’t made for them. This is when the founders set out to make “signage” software that everyone could use. This principle is still core to Carousel over 20 years later.

For more stories from our team, visit us at: https://www.carouselsignage.com/about/story.

Our Core Values:

• Compassion -> because of -> People, Relationships, Humanity
• Clarity -> because of -> Accountability, Simplicity, Efficiency, Scalability
• Continual Improvement -> because of -> Growth, Journey, Craft

Additional Information:

• Hrs: 40 per wk
• Review after 90 days
• Salary: $60,000 - $67,000
• 100% remote work
• Exempt job status (FLSA Administrative Exemption)
• Final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, such as medical, a 401(k) match and/or other benefits (including various paid time off benefits, such as vacation, sick time, and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.