Job Description
The Customer Success Manager at Aurora is responsible for ensuring customer satisfaction, retention, and growth by managing onboarding, building strong relationships, and driving initiatives for expansion, while collaborating with sales and marketing teams to maximize revenue and improve customer experience.
Key Responsibilities
- Execute and develop customer success strategies to maximize retention and expansion
- Build account plans for growing existing business and capturing customer feedback
- Oversee customer onboarding, training, and implementation processes
- Develop and maintain relationships with key stakeholders to foster loyalty and advocacy
- Implement processes and tools to monitor customer health and proactively address issues
- Conduct regular check-ins and quarterly business reviews with customers
- Collaborate with Sales and Marketing to identify opportunities for expansion and increase renewal rates
- Establish and monitor KPIs to measure customer success team performance and satisfaction
- Create feedback loops with product and engineering teams through surveys and voice-of-customer activities
Requirements
- Five (5) years of experience in similar roles in Freight or SaaS.
- Three (3) years of management experience.
- Willingness to travel up to 25% of the time.
- Experience working with CRM applications, preferably Salesforce.
- High proficiency in analytics, executive presentations, and problem solving.
- Strong project management skills.
- Required to work out of the company's Dallas, TX office three times per week.
Benefits & Perks
Compensation/salary range: 104,000 - 166,000 per year, with eligibility for an annual bonus and equity compensation
Work schedule: Work out of the Dallas, TX office three times per week
Work environment perks: Inclusive culture, commitment to diversity and inclusion, accommodations for disabilities and veterans
Additional benefits: Opportunities for career growth, professional development, and working on complex, impactful projects
Ready to Apply?
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