General Summary

The Customer Success Manager is responsible for driving customer lifetime value by managing contract renewals, converting warranty and billable customers into contract customers, and increasing consumable utilization across the customer base. This role achieves quarterly sales quotas through proactive outreach, relationship building, and solution-based customer support. The specialist conducts high-volume outbound calling, identifies key buying influencers, and re-engages inactive accounts to promote consumables, utilization, and service contract offerings. In addition, the role maintains accurate customer data in Salesforce, and supports post-sale customer needs to ensure retention, satisfaction, and long-term account growth.

Essential Skills to be a top contributor in this role
• Achieve quarterly quotas aligned with sales objectives, including consumables, utilization, and service contract conversions (driving to corporate goals of 50%+ warranty-to-contract, 75%+ contract-to-contract, and 70%+ billable-to-contract).
• Drive strong customer lifetime value through proactive engagement, renewals, and expanded account utilization.
• Call customers with expired or expiring contracts to renew and close gaps in the pipeline.
• Monitor and re-engage out-of-contract customers who have become unresponsive.
• Assist in closing Time & Material (T&M) jobs and convert T&M customers into contract customers.
• Work with Marketing to create targeted campaigns for customers with expiring warranties or contracts.
• Achieve quarterly consumables quotas through proactive outbound calling.
• Call current accounts to discuss consumable promotions, reorder needs, and utilization optimization.
• Monitor and re-engage customers who have become inactive in consumable purchasing.
• Identify key buying influencers and decision makers within existing accounts to drive growth.
• Create, establish, and maintain strong customer relationships throughout the sales, contract, and post-sale processes.
• Provide post-sale customer support with a solution-based approach.
• Manage customer triage, accounts need, and escalations with a sales-solution mindset.
• Respond to customer issues or questions in a timely, professional, and value-driven manner
• Document all customer interactions and activities in Salesforce.
• Manage data for all new and existing customers, ensuring:

• All communications are logged
• Information is accurate
• Required documents are attached

• Set and execute daily tasks and follow-ups using CRM workflows and best practices.
• Participate in ad-hoc projects aimed at improving customer lifecycle performance, account growth, or operational efficiency.

Knowledge/Educational Requirements
• 3 yrs. Inside Sales, Service Contract/Corporate Account Sales experience
• Business development experience
• Exceptional customer service, interpersonal and oral communication skills
• Oriented to self-management and interfacing with all daily contacts from a remote position.
• Experience with CRM systems such as Salesforce.com is a plus
• 2-yr/4-yr college degree in business or equivalent experience
• Computer skills: Microsoft Windows (Excel, Word and Outlook)
• Demonstrated ability to meet and/or exceed determined sales and activity quotas.

Salary: Starting at $55k

This job description is not all inclusive and is intended to capture a majority of the job functions. Special projects and other tasks may be required by management.