Customer Success Manager

San Francisco, CA, United States

About R-Zero

R-Zero is a workplace intelligence platform that delivers real-time insights on how to optimize indoor spaces and buildings to improve workforce productivity, right-size real estate portfolios, and create operational efficiencies, including reducing energy costs. R-Zero's industry-leading risk model recommends mobile and autonomous UV disinfection where risk is high, to achieve effectiveness while reducing chemical usage and waste, and reducing carbon emissions to achieve sustainability goals. R-Zero's platform is instantly accessible, easy to use, and scalable across every kind of space, enabling health systems, commercial real estate, cities, public services, and educational systems to prepare today's buildings to meet tomorrow's challenges. Learn more at www.rzero.com

Role Overview

As a Customer Success Manager, you will focus on maintaining and growing relationships with R-Zero's existing customer base. You will ensure your assigned customers are satisfied while also driving revenue growth through renewal and expansion opportunities. You will represent the voice of the R-Zero customer within the organization, communicating feedback and learnings cross-functionally. This role reports to the Vice President of Customer Success.

This is a hybrid work location position with a minimum of one to two days per week in our San Francisco and Menlo Park offices.

Key Responsibilities

Own the entire relationship with assigned customers, including onboarding, training, product adoption, retention, and satisfaction

Build and strengthen relationships with customers as a trusted and strategic advisor to help ensure the continued value of our products and services

Develop and maintain customer success strategies and best practices

Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings

Maintain existing customer success metrics and data as directed

Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to customers

Maintain accurate customer records, keeping track of any contract updates and renewals

Review the customer journey, determine how it's supported, and use a consultative approach to help clients overcome issues and achieve their goals

Collaborate, problem-solve, and/or strategize with team members on pitch decks, talking tracks, and proposals for upcoming customer interactions

Identify upsell, cross-sell, and renewal opportunities and communicate on progress regularly

Analyze trends in CSAT and NPS scores to identify areas for improvement

Work with sales and marketing teams to boost customer referrals and develop case studies

Handle inquiries and requests from customers and address their needs

What you will need Bachelor's degree and/or Proven experience in a customer-facing role, with at least 5 years in customer success, account management, or partnership management

Demonstrated success in managing and growing customer relationships, with a focus on renewals and expansions.

Familiarity with the technology or SaaS industry, with a preference for candidates experienced in working with B2B clients.

Excellent communication skills, both verbal and written, with the ability to engage effectively with internal and external stakeholders, including senior managers.

Understanding of sales processes and experience in upselling and cross-selling products or services to existing clients.

Detail-oriented with the ability to manage and maintain accurate customer records, contracts, and renewal timelines

The salary range for this position will vary based on candidate level, experience, and location. The base salary for this position contemplates a range of $100,000 - $130,000. Certain roles may be eligible for incentive compensation, equity, and benefits. Proof of eligibility to work in the United States and a background check is required upon employment.

R-Zero's benefits program underscores our commitment to health equity and care for all people-including our employees. Some of these benefits include: Unlimited vacation, paid holidays

Competitive total compensation with equity: Competitive compensation-backed by market research and audited annually for pay disparities-is our baseline. In addition to competitive base bay, every member of our team receives equity. We believe shared ownership leads to shared success.

Healthcare benefits (medical, dental, vision) starting on day one. We offer coverage for employees, their spouses/domestic partners, and their children.

12 weeks paid parental leave for all genders

401(k) program starting on day one

AD+D and life insurance

R-Zero is an equal opportunity employer, committed to creating a diverse and inclusive global work environment. We are committed to a policy of Equal Employment Opportunity and do not discriminate against an applicant or employee on the basis of any legally recognized protected basis under federal, state, or local law, including the San Francisco's Fair Chance Ordinance.

Studies show that women and people of color tend not to apply for jobs if they don't meet every single qualification. We encourage you to apply-even if your experience doesn't perfectly align with every bullet point in the job description. You may be just the right candidate for this, or another opportunity.

By submitting your application, you acknowledge that you freely give informed consent to the collection, processing, use, and storage of your personal information as described therein.