Customer Success Manager - Fully Remote Position

About Us: ViB is the go-to demand generation partner for B2B technology companies. How are we different? We cultivate an engaged community and link those members with our customers’ programs to drive awareness, improve lead generation, and deliver insights from market research. We are committed to providing exceptional service and value to our customers, helping them achieve success with our services. Our Customer Success team is at the heart of ensuring our clients’ satisfaction and helping them drive maximum value from our solutions. Position Overview: We are looking for a Customer Success Manager (CSM) to join our growing team. The CSM will be responsible for building and maintaining strong relationships with customers, ensuring they are fully equipped to achieve their goals with ViB. You will serve as the primary point of contact, guiding customers through their journey and ensuring that they have a seamless and positive experience. Key Responsibilities: • Customer Onboarding: Lead and manage the customer onboarding process, ensuring new customers have a smooth transition from sales to success. • Program Fulfillment: Ensure on-time, on-budget, on-spec delivery of customer-aligned programs, from project kickoff through launch and renewal. • Relationship Management: Build and maintain long-term relationships with customers, acting as their trusted advisor. • Prospect Vetting: Identify and vet meeting prospects that align with customer target personas and goals. • Data Logging: Maintain and update customer records daily for accurate tracking. • Customer Retention: Monitor customer satisfaction and work to resolve issues proactively, helping reduce churn and increase retention. • Product Training & Support: Provide training, resources, and guidance to customers, helping them get the most value from our services. • Account Growth: Identify opportunities to expand accounts through upselling or cross-selling, working closely with the sales and account management teams. • Issue Resolution: Address customer inquiries and issues in a timely manner, ensuring swift resolution and follow-up. • Customer Advocacy: Collect customer feedback and insights, and work with the product and marketing teams to influence the roadmap and improve the customer experience. • Reporting & Analysis: Regularly track and report on customer health metrics and satisfaction levels, and provide actionable insights to leadership. Key Competencies: • Accuracy: Ability to consistently, and accurately, calculate and record information. • Attention to detail: Strength in multitasking and switching tasks while on deadline. • Organization: Organized approach to managing time and resources. • Learning Orientation: Desire and aptitude to continuously learn and grow professionally. • Flexibility: Ability to “wear many hats” and adapt to changing business needs as the company grows and scales. • Ethical Conduct: Must uphold and enforce the company’s ethical standards and comply with local, state, and federal law. • Problem Solving: Creative and data-driven approach to solving complex problems • Professionalism: Ability to handle difficult situations with empathy and a solution-oriented approach. • Collaboration: Work well as part of a team. Cooperates extensively with other departments/functions. • Communication: Communicates effectively with employees, vendors, and customers. Must speak, write, and read English at a proficiency level allowing the competent completion of all job duties. Qualifications: • Bachelor’s degree or equivalent work experience • 3+ years of experience in customer success, account management or related customer-facing roles • Proficient in using Microsoft Office and/or Google Workspace programs for daily tasks • Prior experience with inside sales, sales support and customer service • Ability to work hours aligned with the US Eastern Time Zone Preferred Qualifications: • 2+ years experience in digital marketing • 2+ years experience in project or program management function • Experience working with customers in the B2B technology space • Experience with project management tools (e.g., Asana, Atlassian) and CRM software (e.g., Salesforce, HubSpot) Why ViB? • Base Salary + Potential Quarterly Bonus • Full Time Virtual Position • Health Dental & Vision Insurance • Company Paid Life, AD&D, Short Term & Long-Term Disability • 401k (company match) • 3 Weeks Paid Time Off & Holidays How to Apply: Interested candidates should click “Apply” and submit the requested information. Apply Job!