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Customer Success Manager

Customer Success Manager

Paperless EnvironmentsClackamas, OR, US
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Job Description

Job Description

Salary : $72k - $80k Annual

Paperless Environments has been revolutionizing document management and accounts payable workflow automation since 2005. Our innovative software solutions are used by over 2000 customers across all 50 states and in 5 other countries. Our software enables customers to efficiently manage their accounts payable processing through workflow automation, document management, and accounting system integration. Our products have wide ranging tech stacks that include desktop, SaaS, and mobile offerings.

The Customer Success Manager at Paperless Environments will be the key liaison between our customers, resellers, and internal teams. This role focuses on ensuring customer satisfaction, engagement, and retention for both Sage and direct customers. The ideal candidate will lead initiatives to maximize customer value, oversee the Customer Advisory Board, manage our Paperless Community platform, and maintain strong relationships with partners and resellers. This position will be located in our Portland office and is not a remote or hybrid role.

Key Responsibilities :

  • Customer Engagement & Success :

Act as the primary point of contact for high-touch customer engagement, ensuring clients maximize the value of Paperless Environments products.

  • Develop and execute strategies to increase customer satisfaction, retention, and advocacy.
  • Monitor customer health metrics and proactively address concerns to reduce churn.
  • Customer Advisory Board Management :

    • Oversee the Customer Advisory Board (CAB) to foster collaboration and gain valuable insights from our top 20 largest clients.

  • Organize and facilitate regular CAB meetings, ensuring meaningful discussions and actionable outcomes.
  • Utilize CAB feedback to influence product development and company strategy.
  • Paperless Community Management :

    • Manage the Paperless Community website, ensuring it serves as a valuable resource for customers.

  • Develop and curate content that supports customer engagement and education.
  • Encourage peer-to-peer interactions and knowledge sharing among users.
  • Customer & Partner Liaison :

    • Serve as the primary advocate for customers within Paperless Environments, ensuring their needs and feedback are effectively communicated to internal teams.

  • Collaborate with resellers and partners to ensure seamless customer experience.
  • Work closely with sales, marketing, and product teams to align customer success strategies with business objectives.
  • Strategic Growth & Process Improvement :

    • Continuously refine customer success processes to drive efficiency and scalability.

  • Develop key performance indicators (KPIs) to measure success and report on customer engagement trends.
  • Identify opportunities for upselling and expansion within existing accounts.

    • Skills Were Seeking

  • A passion to serve our customers and team members
  • Strong organizational and time management skills with clear attention to detail
  • Elite communicator, capable of engaging with customers, end-users, executives, partners and vendors.
  • High degree of initiative and follow-through
  • Strong comfort level speaking with customers via phone when needed

    • Qualifications

  • Bachelor's degree in a relevant field or equivalent work experience.
  • 5-7 years working in the Customer Success field. Experience in the software industry is a plus.

    • What we have to offer

  • 120 hours of PTO yearly that begins accruing on start date
  • Comprehensive benefits package after 60 days of continuous employment
  • Company paid life insurance for employees
  • Company matching retirement plan after one year of service
  • Budget for professional development

    • Other Details

  • Employee Status : Full-time Salary
  • FLSA Classification : Exempt
  • Travel : Little to none
  • Compensation : $72k to $80k DOE
  • Location : This position is not remote, and employee will work full-time in our office.

    • More about us

    Our mission is to replace paper-based processes and workflows with intelligent, paperless solutions. Our customers represent over 200,000 users and range from small single-digit construction firms to publicly traded companies with thousands of employees.

    Our Core Values

  • We are Team Players
  • We are Customer Focused
  • We have a Passion for Greatness
  • We are Growth-Minded
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    Customer Manager • Clackamas, OR, US