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Technical Customer Success Manager

Come join the company that is the world’s most widely used online performance testing Software as a Service, with thousands of customers around the world. Google “website load test!" 

We are looking for a Customer Success Manager to join our growing team in Holmdel, NJ. Customer Success Managers (CSMs) are responsible for proactively engaging with Load Impact prospects and customers to drive success for both parties. CSMs are responsible for driving customer satisfaction, product deployment, utilization, conversion to paying subscribers, renewals, and ultimately, increasing the lifetime value of our customers.

The role requires a combination of sales engineer, customer service/support, and inside sales skills. The technical skill set is a critical requirement for this position-- you will be engaging with software developers and DevOps teams. 

We have a very progressive, cutting-edge product and culture. You must be prepared to move at warp speed! Does this sound like a tall order, or does this sound like the type of role where you can apply all those skills you already have and be rewarded for what you bring to the table?

Responsibilities:

  • Drive customer on-boarding, product deployment, satisfaction (NPS), track and provide guidance to resolve issues.
  • Act as the customer advocate throughout the entire lifecycle of a customer account.
  • Provide first line customer support.
  • Convert prospects to paying subscribers; manage renewals and increase renewal rates while reducing churn.
  • Expand our revenue in accounts through cross-sell and up-sell.
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
  • Develop listening points in buyer journey (e.g., usage, satisfaction, etc.) Identify opportunities for continuous improvement of key customer journey conversion points.
  • Document success stories, testimonials, and use cases that can be used for case studies, blog posts, and other marketing content.
  • Provide feedback to the product team on customer requests.
  • Measure effectiveness of Customer Success.
  • Be part of creating company-wide culture of Customer Success.
  • Work with Marketing, Product, Sales, Finance, and Executive Team to ensure a consistent Success Culture with an awareness of key metrics and objectives.

Qualifications:

  • Bachelor’s degree in business, marketing, technology management or related discipline.
  • 3+ years of relevant experience in a B2B customer facing role for a software or SaaS company.
  • Self-starter with a proven track record of driving customer success.
  • Ability to understand technical aspects of the product and how it fits into the software development workflow. Knowledge of software programming language(s), Application Programming Interfaces (APIs) and Cloud/SaaS environments. Understand HTTP(s) methods.
  • Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
  • Excellent organizational skills including the ability to prioritize and multi-task activities across many customers at once.
  • Excellent verbal and written communication and presentation skills are required.
  • Strong empathy for customers AND passion for growing revenue!
  • Candidates with a strong technical background and customer success skills will immediately move to the top of the consideration list.

This is an exciting opportunity to join a leader in their space. If you want to be part of a team shaping the future of their industry, this is the time and Load Impact is that company. 

About Load Impact:

We are a small, successful performance testing company already selling our services globally with great growth traction. Some of our current customers including companies like Microsoft®, SalesForce, United Healthcare, ServiceNow and Citrix. We enable our customers to deliver high performance websites, web apps and APIs to market faster.

We are headquartered in Stockholm, Sweden (so yes, you may get to travel there every now and then), and this is a critical hire to continue to build out our Holmdel, NJ offices and presence in the U.S. market.

We provide a top-notch work environment, developmental opportunities, and a competitive total compensation package. If you’re highly entrepreneurial, confident, and passionate, with a proven track record of Customer Success, please apply today!

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