StackCX
Customer Success Manager
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Company Description
StackCX is a customer experience software platform designed for sales teams, with a strong focus on high-value, conversation-driven industries such as car dealerships. The product uses AI to analyze every sales call, identify commitments made to customers, and ensure those promises are followed up. StackCX integrates with existing phone systems and CRMs, avoiding disruptive technology overhauls. The platform provides call recording, promise tracking, scorecards, coaching tools for managers, and daily task lists for sales representatives. StackCX helps organizations keep every promise and close more leads through consistent, data-driven follow-up.
Role Description
The Customer Success Manager at StackCX is a full-time, on-site role based in Cambridge. This role is responsible for onboarding new customers, understanding their business goals, and configuring StackCX to support their sales processes. The Customer Success Manager will monitor account health, drive product adoption, and coordinate regular check-ins to review performance metrics and identify opportunities for improvement. They will act as the primary point of contact for customer inquiries, resolve issues in collaboration with support and product teams, and provide training, coaching, and best practices to sales managers and their teams. The role also includes gathering customer feedback, contributing to product enhancements, and supporting renewals and expansion opportunities.
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Qualifications
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- Ability to drive high levels of Customer Satisfaction and deliver a consistent, positive customer experience.
- Strong Analytical Skills to interpret call data, scorecards, and CRM metrics and translate insights into actionable recommendations.
- Experience with Customer Retention strategies, including renewal management and expansion within existing accounts.
- Proven Relationship Building capabilities, with a track record of earning trust and credibility with stakeholders at multiple levels.
- Background in Customer Service, including managing inquiries, resolving issues, and advocating for customer needs.
- Experience working with sales teams, CRMs, or call center technologies; exposure to SaaS or CX software is beneficial.
- Excellent written and verbal communication skills, including the ability to present findings and recommendations clearly.
- Strong organizational and time-management skills, with the ability to manage multiple customer accounts and priorities.
- Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.
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