Customer Success Manager

Success · Remote - United States, California
Department Success
Employment Type Full-Time
Minimum Experience Experienced

Faye is a global technology company that helps companies grow by successfully creating, customizing, implementing, and managing industry leading customer experience, CRM, and ERP software platforms to meet ever evolving business needs. Faye is a SugarCRM Elite partner and the 2020 SugarCRM Global Reseller of the Year, as well as a leading partner with Salesforce, Zendesk, HubSpot, and a provider of a variety of custom software solutions.


We are seeking a strong individual to add to our team as a Customer Success Manager.



The Customer Success Manager will lead customer success initiatives, keep Faye focused on customer outcomes and play a central role in engaging our clients to drive adoption and demonstrate ongoing value of Faye products and services. This critical function is responsible for developing, maintaining, and strengthening relationships with customers. The CSM will work with the rest of our organization ensuring customers are realizing the value from Faye products & services to drive adoption, transformation, renewals, expansion, and advocacy across the overall Faye client portfolio.

Our objective is to retain our clients forever; which we accomplish through providing highly innovative software solutions to business issues, providing highly responsive support, and creating close working relationships with clients.

Duties and Responsibilities


  • Develop, manage, and maintain ongoing customer relationships that promote retention and loyalty
  • Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction
  • Drive retention (Renewals, ARR) and growth (Identify Cross-Sell/Upsell opportunities)among Faye customers by understanding their business needs, maximizing value, and helping define success
  • Represent the voice of the customer across the entire Faye Customer Lifecycle
  • Manage client engagement levels with Faye and provide feedback to internal partners regarding product and service improvements
  • Accountable for Customer Happiness Metrics (NPS, CSAT, etc)
  • Analyze customer data and customer health metrics to improve customer experience
  • Maintain a cadence of communicating with customers about adoption trends, sentiment, and mining opportunities for deeper engagement
  • Participate in Quarterly Business Reviews with Faye clients
  • Deliver and communicate ROI for Faye clients throughout the customer lifecycle


  • Participate in the pre-sales process to communicate Customer Success benefits & value to prospective Faye clients
  • Work closely with the sales team to smoothly transfer customer ownership once a prospect becomes a customer
  • Identify cross-sell/upsell expansion opportunities for Account Executives to pursue

Implementation & Adoption

  • Work with Faye Professional Services to improve implementation & onboarding processes
  • Recognize how Professional Services engagements evolve and understand the customer business drivers to push the CSM's plan for adoption and increased value
  • Operate as the trusted partner for the customer on use-case and product functionality

Product & Support

  • Represent the voice of the customer to provide input into core product features, enhancements, and roadmap
  • Provide insights to customers to ensure that they get the most out of Faye products & services with the aim of helping grow our customer base
  • Identify opportunities for customers to act as Faye product advocates (e.g. testimonials, case studies)
  • Work with the Support Team to ensure that problems are handled and resolved to the customer’s satisfaction as quickly as possible

Background of the Ideal Candidate

  • Bachelors Degree (Business, IT preferred)
  • 5-10years of relevant business experience
  • 5+ years customer success or account management experience in a SaaS or software company
  • Experience with CRM or Customer Experience platforms preferred (SugarCRM, Zendesk, Salesforce)
  • Proven track record of working in a customer facing role building and maintaining relationships (Consulting, Sales, Customer Service)
  • Experience working with cross-functional teams (e.g. Sales, Product, Professional Services)
  • Strong Leadership, Communication & Client Relationship skills
  • Passion for technology and for being a part of a fast-growing company
  • Ability to create structure in ambiguous situations and design effective processes
  • Comfortable working with both SMB and larger enterprise-level customers
  • Empathetic, positive attitude with a desire to help our customers reach their goals
  • Advanced MS Office Skills

Success Metrics

  • Maintaining and improving Gross & Net Renewal Rates
    • Gross Renewal Rate (GRR) Target: 85-90%
      • GRR = Percentage of contract $ renewed in a given period
    • Net Renewal Rate Target: 100%+
      • NRR = Total value of contracts (Renewals $ + Cross Sell/Upsell expansion $) ÷Dollar Value of Contracts up for Renewal
    • Logo Retention Target: 90%
  • 20 Cross-Sell/Upsell Opportunities Identified per month
  • Customer Health (Customer Satisfaction, Engagement, Advocacy)
    • Net Promoter Score (50+)
      • How likely clients are to recommend FayeBSG: (Promoters Detractors) ÷ Respondents
    • CSAT Survey Target Score: 80%+
      • Scale of 1-5 How is client’s overall satisfaction with product/services (% calculation based upon number of 4’s or 5’s)
    • 3 QBRs per Quarter
    • Customers Called/Not Called (Current Tracking Metrics)

All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status or medical condition.

Thank You

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  • Location
    Remote - United States, California
  • Department
  • Employment Type
  • Minimum Experience