Associate Customer Success Manager

Points North is looking for a results-driven Associate Customer Success Manager (CSM) to be part of our growing team. In this role, you will manage a portfolio of clients, focusing on driving retention and renewals, expanding client relationships, cross-selling added software and modules, and maximizing customer value. As a key partner to our clients, you will proactively work with clients to ensure long-term partnerships and business growth. This is an exciting opportunity to make a direct impact in shaping our customer success strategy.

What You’ll Be Doing:

Client Retention:

• Build and maintain strong, long-lasting relationships with clients to ensure their satisfaction and continued use of our products/services

• Proactively manage churn by addressing customer issues, resolving concerns, and ensuring timely solutions

• Conduct regular check-ins and business reviews with clients to assess satisfaction, identify potential risks, and foster loyalty

• Monitor customer health scores and system usage to work to identify potential risks early

Cross-Selling & Upselling:

• Leverage a deep understanding of the client’s business goals and needs to identify opportunities for cross-selling and upselling additional products or services

• Present tailored recommendations to clients on how they can benefit from upgrading or expanding their product/service usage

• Track and report on the success of cross-sell and upsell initiatives, aiming to meet or exceed revenue targets

Account Management:

• Serve as the primary point of contact for assigned clients, handling inquiries, guiding them through product usage, and managing expectations

• Understand and document client-specific business goals, ensuring our offerings align with their objectives and client feedback is disseminated to appropriate internal teams

• Create and execute account plans with a clear focus on retention, expansion, and customer success metrics

• Proactively schedule and host formal business reviews with designated customer base

What We Are Looking For:

• Experience managing customer relationships, driving retention and revenue growth

• A customer-centric mindset with a passion for delivering outstanding service

• Excellent communication, interpersonal, and relationship building skills

• Ability to manage multiple accounts simultaneously, prioritize tasks, and meet deadlines

• Motivated self-starter who is comfortable with ambiguity and a solutions-oriented problem solver

Qualifications:

• Bachelor’s degree in Entrepreneurship, Marketing, Business or similar field, or equivalent relevant working experience

• Experience working in a B2B SaaS environment

• 1+ years’ experience in Customer Success or Account Management

• Experience working within highly regulated industries and/or construction industry, preferred

• Local to the Greater Twin Cities area, willing to work hybrid 1-2 days per week out of our Bloomington, MN headquarters

At Points North, we believe that taking care of our team is the foundation of our success. That’s why we’ve created a benefits package designed to support you both personally and professionally:

• Health Insurance: Comprehensive medical, dental, and vision plans are available to keep you and your family healthy.

• Retirement Savings: Invest in your future with employer-matching contributions to a SIMPLE Traditional and/or ROTH IRA plan.

• Time Off: Generous PTO, paid holidays, and Volunteer Time Off (VTO) are offered so that you can take time to recharge and give back to what matters to you.

• Growth Opportunities: Professional development is encouraged whether it be in training, certifications, or other opportunities to boost your career.

• Flexibility: Depending on the role, remote or hybrid arrangements may be made available to fit your lifestyle and business needs.

For this position the base salary range is $65,000.00-$70,000 per year, plus additional commission-based compensation. Final compensation determinations will reflect your unique experience, skills, and the responsibilities of the role.

At Points North, you’ll find an energizing, ambitious and supportive workplace where your contributions make a real impact. Ready to join our team? Apply today to take the next step in your career!