Senior Client Success Manager

Notice to Applicants: We value your privacy and security. At GoCo, we do not request any Personally Identifiable Information (PII), such as Social Security numbers or bank details, during our application process. Applicants are encouraged to apply directly from our certified, secured careers page: https://www.goco.io/careers#open-positions.

Our mission at GoCo is to help small businesses spend less time on manual, HR tasks, so they can focus on growing happier, more productive teams. Backed by notable investors such as Salesforce Ventures and named one of the best places to work in Houston, we’re a close-knit team driven by honesty, hard work, fun and creativity. At GoCo every team member has a big impact on our business, and on the world!

About this role

The Client Success Manager role offers an exciting chance to build strong relationships with our customers and creatively solve problems, taking responsibility for each account. As a Customer Success Manager, you will play a critical role in ensuring our clients’ long-term success and growth with our products and services. You will manage client relationships, drive renewals, foster successful outcomes, and identify opportunities for expansion. Your primary goal is to deliver value to clients, improve retention, and maximize the lifetime value of each account. Success in this role is measured by client retention and expansion, so you'll need to develop proficient knowledge of our full range of services to better architect solutions to support our customers. We're looking for someone who is passionate about helping clients succeed and will advocate for them every step of the way. We're seeking a proactive and adaptable individual who thrives under pressure and isn’t afraid to ask questions or push boundaries. As a small tech start-up, your contributions will significantly impact the business, providing you with a strong sense of purpose. You'll be part of our Client Success team, reporting to the Manager of Client Success, with excellent opportunities for growth and development in this role.
What will I be doing?

• Cultivate and nurture strong client relationships post-implementation, leveraging your extensive GoCo expertise and industry knowledge to build trust and drive client satisfaction from the outset.
• Manage the renewal process by gaining a thorough understanding of clients' business needs and managing negotiations to ensure ongoing engagement and maximize net revenue retention.
• Take an active role in expanding and enhancing your book of business by identifying and consulting on additional services that address emerging pain points or new opportunities not initially recognized.
• Proactively identify potential risks of churn, work through complex situations with clients at risk, and develop effective mitigation strategies to enhance retention and ensure their ongoing success.
• Serve as a strategic advisor, using insights into client objectives to drive product adoption and align GoCo’s features with their broader business goals.
• Communicate clearly and effectively with clients and cross-functional teams, adapting to various personalities and technical skill levels, and fostering a collaborative, personable, and reliable environment.
• Maintain composure under pressure, excel in fast-paced and time-sensitive situations while effectively managing a book valued at $1,500,000.
• Lead by example, showcasing effective strategies and techniques to enhance the team's overall performance and development.
• Collaborate with leadership to identify team needs, develop strategies for improvement, and implement initiatives that drive collective success. Engage in team-building activities and support a positive, collaborative work environment to enhance team cohesion and performance.
• Set a high standard by demonstrating excellent client management and proactive problem-solving.
• Promote continuous improvement and innovation in team processes and client service.

Necessary Skills:

• Candidates must have a minimum of three years of experience in a role similar to a Customer Success Manager (CSM).
• Extremely organized and detail-oriented.
• Excellent verbal and written communication abilities.
• Ability to work autonomously and take initiative with an independent work ethic.
• Positive, collaborative attitude and self-motivation.
• Familiarity with Microsoft Office and Google Suite.
• Previous experience with client management software (we use HubSpot) is beneficial.
• Understanding of human resources, benefits, and/or software is beneficial.
• Ability to work in a fast-paced, client-focused environment with shifting priorities.
• Strong problem-solving skills and the ability to manage complex client relationships.

 
Benefits and Perks

• Insurance benefits, including Health, Dental, Vision, HSA, Life Insurance, and more
• Equity/Stock options
• Flexible paid time off
• Paid parental leave

More reading, for your leisure...
A normal work day at GoCo hardly feels like work at all. We love to push the limits utilizing the latest modern tech and take pride in delivering to our users a platform that is delightful, intuitive and beautiful. Personal learning and growth is also a key ingredient to GoCo’s culture. Managers act as mentors helping guide each team member in achieving their goals. If you’re a passionate, hard-working person wanting to make a big impact in their workplace, then we’d be delighted to work with you!
You can learn more about our culture, mission, and perks here: https://www.goco.io/careers/
If you don’t meet all of the requirements listed here, we still encourage you to apply. No job description is perfect, and we might find an even more suitable opportunity that matches your skills and experience.