Columbia Sportswear is hiring a Customer Success Manager II, SMB - On Demand to protect revenue and create customer advocates through targeted, strategic virtual engagements. This role is central to building a scalable customer success model, combining technical support with strategic initiatives.
What You'll Do
- Engage with SMB customers via email and one-on-one Zoom or phone meetings (30 min to 1 hour).
- Review best practices, discuss activation strategies, facilitate crucial conversations, and resolve customer pain points.
- Manage time effectively to optimize customer interactions, aiming for resolution within 1-3 touchpoints.
- Strategize via email to answer questions, provide resources, and drive customer engagement.
- Run product demos, deliver complex messaging concisely, and redirect conversations to accomplish goals.
- Leverage data to make informed decisions on behalf of both the customer and the business.
- Diagnose customer issues, develop strategies, and collaborate with cross-functional partners.
- Engage with customers on payments and credit card processing, discussing rates and business impact.
- Retain and grow SaaS revenue through consultative engagement, product recommendations, and hosting demos or discovery calls.
- Drive activation and adoption across the Toast product suite by analyzing usage and leveraging internal tools or marketing strategies.
- Execute downsell and churn save motions by understanding pain points and discussing contract terms.
- Perform data entry, calendar hygiene, and report building as part of daily activities.
- Confidently navigate all guest and POS modules with a working knowledge of partners.
- Act as the voice of the customer by gathering feedback and relaying it to internal partners and leadership.
- Actively look for opportunities to operate at scale.
What We're Looking For
- 2+ years of Account Management experience with responsibility for customer satisfaction, churn mitigation, and business operations.
- Case or Queue Management Experience with responsibility for organization, data hygiene, and prioritization.
- Success operating independently and navigating competing priorities in a constantly changing environment.
- General technical proficiency using a variety of software.
- A proven track record of success in meeting and exceeding goals.
- Self-starter with ability to work autonomously and dive into complex customer scenarios.
- Strong and Professional Virtual Presence with excellent communication, organizational, and influencing skills.
- Flexibility and adaptability to change.
- Problem-solving mindset with critical and creative thinking at scale.
Nice to Have
- 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry.
- Work or equivalent experience in a Project Management role.
- Experience working in the tech industry or for a SaaS company.
- Experience with Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack.
Technical Stack
- Salesforce CRM
- Chilipiper
- MS Office
- G-Suite
- Slack
Work Mode
This role follows a hybrid work model, embracing flexibility and in-person collaboration.
Toast is committed to creating an accessible and inclusive hiring process and provides reasonable accommodations for persons with disabilities.
