Mid-Market CSM

Job description

As a Mid-Market Customer Success Manager, you will play a crucial role in driving customer satisfaction, retention, and expansion. Your primary responsibilities will include overseeing the customer onboarding process, providing ongoing support, and driving product adoption. You will also work closely with our sales and product development teams to mitigate churn risks and provide valuable customer feedback. What is Nectar? Great company culture doesn't happen by accident. It's built through consistent recognition, meaningful rewards, and moments that make people feel genuinely valued and engaged. Yet in most organizations, recognition is inconsistent, and often overlooked. Nectar changes that. Nectar is a 360 employee recognition and rewards platform that makes recognition a part of the everyday rhythm of work. We empower team members, managers, and leaders alike to celebrate great work, reinforce core values, and reward the people who drive the business forward. The result is a more connected, engaged, and motivated workforce. Role Responsibilities: Must be able to be able to work from our offices in Lehi, UT Overseeing the customer onboarding process and ensuring successful adoption of the software Providing ongoing support to customers, including answering questions and resolving technical issues Developing and implementing a customer success plan for each customer to drive product adoption and increase customer satisfaction Monitoring customer usage and proactively identifying opportunities for upsell and expansion Working closely with the sales team to identify and mitigate potential churn risks Collaborating with the product development team to provide customer feedback and suggest product improvements Analyzing customer data to identify trends and opportunities for improvement Maintaining a deep understanding of the software and its features to effectively communicate its value to customers Experience & Skills: Experience in customer success management, technical account management, or a related field Experience working with software products and a deep understanding of the software development lifecycle Excellent communication and customer service skills Strong analytical and problem-solving skills Ability to work with ambiguity, both independently and as part of a team Familiarity with customer success metrics and how to measure them Familiarity with technical systems and processes is a plus Experience with Planhat, Hubspot, or other CRM software is a plus.