Customer Success Manager

Torch is looking for a Customer Success Manager to support our customers in increasing performance, engagement, and understanding customer health metrics through optimal use of Torch’s leadership solutions.

The Customer Success Manager will build a deep familiarity with the Torch products and services while actively collaborating with the Product team by submitting product suggestions, developing appropriate product technical requirements, and facilitating the effective deployment of new enhancements and bug fixes. The Customer Success Manager will also partner with the Sales and the Experience Management team as needed to ensure smooth account creation, onboarding of participants, and delivery of experience throughout the contract cycle.

The core metric for the Customer Success Manager role is revenue retention, driven by retaining and expanding Torch solutions within our customer base.

Your position:

• You will maintain and develop a portfolio of active customers across our Enterprise, Mid-Market, and SMB clients.
• You will build deep relationships and help our customers deliver value to their organizations through leadership transformations.
• You will conduct regular business reviews and customer check-ins to maintain healthy usage aligned to customer goals while uncovering potential expansion opportunities.
• You will partner with the Sales team in developing account plans while crafting and delivering proposals to customers to drive expansion revenue.
• You will identify opportunities to expand customers’ investment in Torch by understanding their unique priorities and objectives.
• You will support customers in understanding what solutions (Coaching, Mentoring, Digital Learning) will best meet their objectives.
• You will observe client demand patterns, uptake, and impact and bring this data to Torch’s customer success and stakeholders.

You experience:

• You have 4+ years of experience in Customer Success on a high-growth SaaS team.
• You have experience selling, upselling, enrolling, and negotiating service prices in the course of building a relationship and enabling service delivery.
• You have demonstrated the ability to hold a diverse portfolio of customer relationships and initiatives, effectively multitask, make progress, and deliver quality and timely work.
• You have a background serving clients in consultative roles with the ability to switch between tactical execution and strategic thinking easily.
• You have experience with Project Management and craft timelines and ensure efficient delivery against key milestones across multiple stakeholders.
• You can live process with clients on topics ranging from leadership challenges to the development of execution plans.
• You have experience working in the Learning & Development space (a plus, not mandatory).
• You have experience working with tools including Salesforce, G Suite, and Slack (a plus, not mandatory)
• You have a passion for the field of leadership development, with firsthand experience with coaching and/or mentoring (a plus, not mandatory).

Benefits:

• Fully covered medical, dental, and vision
• Unlimited PTO
• 401k Retirement Plan
• Life Insurance
• Disability Insurance
• Paid Parental Leave
• Social Justice Days
• Torch Coaching
• Remote workstation stipend
• Generous Professional Development Stipend