FastSpring is the world’s leading ecommerce platform for SaaS/Software, gaming, and digital product companies. Our product hosts over 10 million transactions per year, powering sales growth for more than 3,500 companies in over 200 countries, using every major currency. We pride ourselves on being an innovative company with an entrepreneurial culture, growth mindset, global influence, and profitable operations.
We are committed to building an inclusive work environment, and we invest in our employees by helping team members grow and develop professionally. We are developers, technologists, and business professionals who are globally-minded, customer-focused, and driven by constant innovation.
Founded in 2005, FastSpring is a privately owned company headquartered in Santa Barbara with offices in Amsterdam, Austin, Belfast and Halifax.
The Customer Success Manager is the client relationship owner of FastSpring’s strategic accounts. This requires exceptional customer program management skills. In this role, you will manage the customer experience across a specified customer base, meeting agreed-upon engagement, expansion and retention targets. You will educate our clients on our product and service offerings, set clear expectations for deliverables, and proactively enable the success of our clients. The CSM has the unique challenge of understanding our customers’ needs and strategic objectives to uncover how FastSpring can best serve them in achieving their business objectives. At the same time, the CSM is an influencer, connector and coordinator to make sure that we are pulling together the right team, at the right time, and delivering services in a way that our customers trust and rely on.
The CSM will work with executives, and be a client liaison responsible for successful product adoption and overall management of the client relationship. Establish professional relationships with key stakeholders in assigned client accounts.
Work closely with sales, customer support and product teams to proactively manage each customer’s success.
Drive engagement, high participation, and increase feature adoption across all client accounts.
Design, develop, and deliver operational reports and analyses, i.e., status of findings, report of unworked opportunities, and projected cost savings/increased revenue that demonstrate product ROI.
Plan and deliver Quarterly/Executive Business Reviews (QBR/EBRs) - including preparation of key account performance insights, success metrics, and strategic recommendations.
Document, monitor, and audit records of customer interactions and issues, recording details of inquiries, complaints, comments, and all associated internal actions taken and/or information provided.
Travel to attend face-to-face client meetings and present business reviews, as necessary.
Minimum of 3 years’ experience in a customer-facing account management or customer success management role within SaaS and subscription-based business models.
GCSE English (Grade B or above) and Mathematics (Grade B or above) - or equivalent evidence of strong mathematical ability.
Degree in a business or IT-related field (minimum 2:2) or equivalent relevant industry experience.
Superb account management and customer success experience.
Problem-solving, critical thinking, communication, sales, project management and relationship-building skills.
Familiarity with Salesforce, Gainsight, and G Suite preferred.
Excellent analytical and data interpretation skills.
Experience in an enterprise solution sales environment and ability to partner with account executives in the development and closure of sales opportunities preferred.
Skilled at negotiating business terms with line-of-business, senior management, and/or C-level executives.
Willingness to work a flexible schedule required and ability to self-manage your time and deliverables.
Candidates are considered for employment with FastSpring without regard to their race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status (specifically status as a disabled veteran, special disabled veteran, Vietnam Era veteran, recently separated veteran, armed forces service medal veteran, or other protected veteran) or other classification protected by applicable federal, state or local law.