Customer Success Manager - Commercial Team

As a Customer Success Manager on the Commercial team, you will be a strategic advisor for our product offering to customers, ensuring their success and maximizing their value from Windfall's solutions. You will take ownership of approximately 30 key accounts, guiding them through the entire lifecycle – from onboarding to expansion. Your role will also be instrumental in driving Windfall's growth by implementing scalable processes.

We’re on a mission to change how organizations perceive and use people data. And we hold true to our core values of: (1) Be an excellent communicator; (2) Operate with transparency; (3) Provide leverage, not optimization; (4) Make a difference every day; and (5) Act with integrity and trust.

Responsibilities:

• Own end-to-end customer experience, including onboarding, product adoption and usage, implementation of best practices, and growth
• Identify new opportunities within the customer base, including potential for increased sales, enhanced analytics, and broader marketing initiatives
• Proactively manage relationships within customer teams, including multi-threading across departments and levels and adapting to changes like new team hires and departures
• Actively track, manage, and promote best practices regarding platform and data usage, including log-ins and data utilization
• Develop internal playbooks and customer-facing content, including best practices, Guides, and thought leadership pieces
• Develop and implement efficient processes to enhance customer engagement and satisfaction
• Actively manage Annual Recurring Revenue (ARR) through active retention and identification of upsell opportunities
• Contribute to strategic projects and the Customer Success roadmap to drive continuous improvement
• Partner with other Windfall departments on internal enablement, webinars, and internal or customer-facing documentation
• Lead efforts to validate and enhance the effectiveness of Windfall's offerings

Requirements:

• Bachelor’s degree; MBA is a plus
• At least 4 years of experience in analytical, customer-facing roles (e.g., consulting, customer success, growth strategy, marketing)
• Established track record of building relationships and presenting to Directors, VPs, and C-level executives
• Passion for learning
• Experience with CRMs with a preference towards Salesforce and HubSpot

Preferred Requirements:

• Prior startup experience, particularly in B2B SaaS or data companies
• Proficiency in advanced PowerPoint (with high design standards) and intermediate Excel (including pivots)
• Familiarity with digital marketing and/or data ecosystems

Attributes of Successful Candidates:

• Thrives in the challenges of startups, motivated by the opportunity for rapid learning and growth rather than a traditional 9-to-5 routine
• Exemplary organizational skills and meticulous attention to detail, coupled with a commitment to task completion and thoroughness
• Outstanding verbal and written communication skills, capable of simplifying complex issues and adjusting communication styles for diverse audiences
• Highly analytical and adept at problem solving
• Team-oriented attitude. Contribute, share expertise, take accountability, and foster empathy in relationships