Customer Success Manager (Washington DC)

Washington DC area · Full-time

About The Position

We are looking for a proactive, fast learner, experienced Customer Success Manager with a passion for data analysis, customer satisfaction and driving business to join our team in the US.

As a Customer Success Manager you’ll be working with multiple governmental enterprises and commercial clients. Your main responsibilities will be to achieve high customer satisfaction, ensure product usage and value, and enable additional sales. You’ll be doing that by training customers, promoting their requests and analyzing and personalizing the company’s unique offering to the customer needs.

Responsibilities:

  • Be a Subject Matter Expert (SME) of Windward’s solutions.
  • Manage clients’ engagement on all levels: technical, support, and product including trial periods with existing clients.
  • Provide data-driven insights. 
  • Manage the onboarding and provide training to clients in both on-site and remote sessions.
  • Maintain an understanding of the ongoing trends and events relevant to Windward’s clients.
  • Provide client feedback internally
  • Create policies and procedures that optimize the customer experience. 

Requirements

  • Based in the DC Metro area (Virginia, DC, Maryland) – A MUST!
  • 4+ years of experience as a Customer Success Manager in SaaS companies.
  • Demonstrated experience in data analysis and investigation methodologies. 
  • Proven experience analyzing customer data to identify best practices and working with clients about the use of products and troubleshoot when needed.
  • Maintaining ongoing customer relationships, and leading the training and onboarding of clients.
  • Be the voice of the customer, and provide feedback internally to improve product usability. 
  • Superb communicator: exceptional verbal and written communication skills; ability to communicate and capture complex messages and ideas, from users to high-level executives.
  • Willingness to travel to multiple locations across the country, at least 30% of the time.
  • Experience in a small international company with HQ outside the US 
  • Military, navy or government experience – an advantage

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