HeadLight Technologies Inc Looking for Customer Success Manager (West Coast Region) at Remote Full Time

Candidates in the West Coast Region of the US are encouraged to apply!
We are looking for a passionate, customer service focused Customer Success Manager for our West Coast region. As a Customer Success Manager, you will be responsible for ensuring that all HeadLight customers are fully engaged and getting the value they expected from our product, services and company as a whole. The Customer Success Manager provides ongoing guidance in adopting HeadLight’s technology and coaching them in order to expand their capabilities.
HeadLight delivers industry-leading technology to infrastructure construction teams. Our visual-based inspection and verification technology enables clients to streamline and mobilize project inspections, communications, and documentation leading to superior project delivery. The HeadLight platform has been used on transportation construction projects nationwide. Customers include large departments of transportation, top-tier consulting engineering firms, contractors, equipment manufacturers, and industry-related materials companies.
Job Description:
As a Customer Success Manager, you will be reporting to the Manager of the Customer Success Team. The ideal candidate is passionate about bringing the best customer service experience to our enterprise customers. To be successful in this position, you will need to demonstrate the ability to build strong relationships in order to ensure the success of customer renewal and upsell opportunities.
What You’ll Get To Do:

• Manage Enterprise Accounts in respective territories
• Manage customer success and growth by driving user adoption and building partnerships with sponsored and key stakeholders
• Understand customer goals and success criteria identified during the sales process
• Manage the delivery of customer product and services with full understanding of the customer’s scope, schedule, deliverables, resources and risks
• Partner with technical training lead(s) to plan and execute onboarding strategy
• Provide virtual training and technical support or coaching as necessary.
• Monitor performance across the customer lifecycle
• Ensure users reach full adoption with product
• Build a community of advocates within each customer account
• Own renewal and upsell opportunities with existing customers
• Identify references and referrals for ongoing sales and marketing campaigns
• Travel occasionally to customer locations, estimated 25% as safe conditions allow

Requirements

• You have a strong sense of ownership and drive for excellence
• You have Passion for SaaS offerings and delivering value to our customers through desired outcomes
• Have 5+ years experience in a customer success management or account management role partnering with enterprise customers
• Familiarity with mobile and cloud-based technology tools is a plus
• Proven track record of successful customer upsells and high customer retention

How You Will Be Successful:

• Customer Obsession: We exist for our customers. We strive to partner with them, understand the impacts of the challenges they face, and earn their trust to solve them.
• Love Problems, Not Solutions: We don’t get so fixated on a solution that we lose sight of the problem. The best solution wins – no matter the source.
• Ownership: We honor and take ownership over commitments to each other. We are not self interested and refuse to say, “that isn’t my job.” We act on behalf of the entire company.
• Details Matter: Paying attention to the little things leads to the ability to accomplish big things. We focus on ensuring we get the small things right. We leave things better than we found them.
• Earn It Through Results: We achieve our goals by delivering results. We refuse to manage perceptions of results. We work to deliver them with quality in a timely fashion.
• The Why Matters: Know why before taking action or investing time. We give context, set clear goals, and use independent judgment. We don’t do anything just because “someone said so” or “it felt right.”
• Fail Fast: Speed matters in business. As a result, failure will happen. Do it small, do it quickly, understand it, and use it to learn from and grow.
• Build Trust: We start by assuming good intentions. We depend on others, so we work deliberately to bring out the best in one another and build trust through visibility and transparency.
• Challenge Ideas, Respect Decisions: We love to challenge our own thinking. When it’s time to move, we respect the decision, commit, and all pick up the oar and row together.
• Think Big: We are comfortable being uncomfortable. We strive for thinking at levels that allow us to scale and make the biggest impact for our customers.

Benefits
Medical
Dental
Vision
401k Matching

Job Type: Full-time