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Customer Success Manager

Company: Core Strengths

Job-type: Full-time (40 hours)

Location: Remote

Environment: Casual culture with a commitment to personal development

Team RQ

About Core Strengths  

We are transforming organizations through their approach to people strategy by introducing Relationship Intelligence (RQ) as a solution to build better teams that fuel business performance.  Since 1971 over five million leaders have taken the SDI, our strengths-based relationship assessment.  We have pioneered coaching in the cloud and believe that every employee should have a portal into their working relationships.  We’ve created award-winning psychological assessments, a relationship coaching platform of the future, and are obsessed with continuing to improve the manager’s relationship with their team.  We are also revolutionizing the industry of talent itself by building culture transformation tools that attract the best of the best while generating results through working relationships in the flow of work.

About the Role
Core Strengths is looking for a Customer Success Manager to lead the expansion of our talent development solution across the United States and Canada.  One of the ways in which we do this is by ensuring that our clients will be as successful as possible, both by knowing how to use our products and how to communicate with the managers that make up their audience. That’s where you come in. As a Customer Success Manager, you will assist our Sales Team pre-sales with any product related questions and suggestions, post-sales with our larger accounts to provide web-based and face-to-face training and on-boarding of new facilitators, and monitor the usage and successful application of our products in client organizations. You will be instrumental in ensuring our customers are successful using our digital platform and in doing so, be their coach, first point of contact, and advocate.  As the lead on our enterprise customers, it is your responsibility to ensure plan renewal through our ROI impact cloud.  Your focus will be on the Americas, so you should be based in a location that best positions you to serve the clients in that time zone.

Your Primary Responsibilities:

  • Provide pre-sales support for crafting packages and solutions
  • Create an excellent customer experience journey to ensure they are maximizing their value from Core Strengths at all stages of their lifecycle (starting with their implementation)
  • Assist on sales calls and serve as a technological resource to sales representatives (client partners)
  • Become a strategic advisor to your clients by providing onboarding and training on our solutions, and influencing change to drive adoption across their organization
  • Hold refresher courses as needed for clients
  • Monitor and manage accounts by checking and reporting on usage, and the quality of the client’s experience
  • Provide ROI analysis to ensure subscription plan renewal for enterprise clients
  • Offer help and advice to Sales and Marketing leadership based on the analysis of data obtained from reports and your interactions with clients
  • Seek opportunities to expand our business within client accounts and partner with client partners to grow business; communicate those opportunities to the appropriate client partner or VP
  • Work with Marketing to create Client Success collateral
  • Host webinars with subject matter experts (SMEs)
  • Conduct onsite visits for key clients for onboarding, integration, curriculum design, evaluation, and other, as-needed projects
  • Create forums to share best-practices and new product developments
  • Plan and execute regional and national user conferences  

About You

You’re experienced in training people, preferably using Zoom, you have an aptitude and interest in technology, and you have the communication skills to explain the application of new technology to those who don’t have a tech background. You enjoy working with people and thrive as a customer-facing leader who can help clients address challenges with the most current information and ready access to internal subject matter experts. Most importantly, you’re a relationship builder: People trust you and are willing to candidly share their concerns and frustrations, knowing that you have their best interests in mind. You’re then able to advocate for the client with internal stakeholders to address issues and inform future product development.. 

Your excellent communication skills help you build those relationships.  You enjoy interacting with others throughout the day, and have strong written and verbal skills. You also speak the language of technology and can easily toggle between a conversation with an internal programmer to a conversation with a client who struggles with technology basics. Ideally, you come with some knowledge of the Human Capital space and / or SAAS experience, as well as a curiosity about psychology and developing human potential.

People say you are very friendly and patient when explaining things to others. This comes because you  value diplomacy and you readily adjust to the situation you’re in.  Your exceptional organizational skills allow you to juggle several projects with being attentive to the details of each. You’re already a master of the tools of our trade: Salesforce and Zoom, as well as Gmail, Google Sheets, and Documents. 

What Core Strengths Offers

  • The chance to disrupt the entrenched HR Tech industry.
  • A supportive and optimistic team that likes to learn from each other.
  • A product development pipeline that’s constantly pushing new features and enhancing the quality of existing products.
  • A small company culture (we are an international team of 60+ and have a zero-drama culture).
  • Your own top of the line MacBook Pro, dual 27” monitors, a stand up desk and a Herman Miller Aeron Chair (for your home office).
  • 401(k) with 3% company matching.
  • Three weeks of Vacation/PTO and ten corporate holidays.
  • Summer hours: half-day Fridays from Memorial Day through Labor Day
  • Three dedicated Employee Development Days.  Beyond your normal paid time off for vacations this role comes three additional days off along with a $1,500 annual investment in professional and personal growth that YOU direct to focus your learning.  Just name the area you want to personally grow and your manager works with you to identify a conference or course you can take.
  • Excellent medical / dental / vision health insurance. 

What Core Strengths Doesn’t Offer

  • Lack of direction: we maintain a clear roadmap and product pipeline.
  • Pre-meetings: we don’t hold meetings to plan other meetings.
  • A commute: no hours wasted in megaregion rush hour traffic.
  • Endless Zoom meetings: we regularly schedule trips to the beach city of Carlsbad, CA to bring together the Science and Product teams.  This includes winter trips with field trips to Glamis for sand car experiences.
  • A myopic view of the world: we are live in 15 languages and 50% of our revenue comes from outside North America. You will work with an application that is culturally relevant across the globe.
  • An unproven business model: we turn 50 yrs old in 2022 and are a rule of 40 SaaS company.
  • Disconnected leaders: you have a direct line to the founders of the company who will take a personal active role in your career development.

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