Onspring is seeking energetic, intelligent, client-focused individuals who want to be part of a high-growth technology company, based in Kansas City. The primary objective of the Client Success Manager will be to nurture relationships with existing clients to help them fully engage and realize maximum value from their Onspring investment. This role works closely with our Services, Training, Support, Product and Sales functions to ensure a seamless, positive experience throughout all stages of the client journey.
Responsibilities:
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- Serve as an advocate and champion for Onspring clients
- Focus on consistent improvement of the following metrics:
- Client satisfaction
- Client engagement
- Net promoter score (NPS)
- Renewal rates
- Reference calls
- Lifetime value
- Facilitate new client onboarding, perform regular client “health checks” and develop individualized plans for client success
- Measure quantitative and qualitative success outcomes through scheduled client assessment campaigns
- Identify risks or threats to client success and develop plans to mitigate those risks
- Serve as a trusted advisor, providing recommendations and answering questions when able and facilitating conversations with other Onspring SMEs when necessary
- Actively communicate new product functionality, training opportunities and Onspring events to ensure client engagement
- Align with Sales to identify upsell opportunities within existing client accounts
Desired Skills & Experience:
- 3+ years in a client-facing service or support role (previous experience working in software or technology is preferred)
- Creative, analytical thinker who is adept at troubleshooting and solving problems
- Strong background developing relationships with clients, especially at higher levels
of the organization - Superb organizational and listening skills
- Strong written and verbal communication skills
Personal Attributes & Values:
- Fits with a hard-working, innovative, quality-driven, and client-focused culture
- Articulate, with a proven ability to communicate effectively with colleagues and clients
- Organized, methodical and action-oriented
- High energy, sense of urgency, passionate, committed, engaged
- Agile, nimble, able to recognize and implement necessary changes
- Creative thinker and high aptitude for solving problems
- Believable, credible, honest, high integrity and trustworthy
Work Location: Flexible. On-site, hybrid and fully remote options available
About Onspring:
Onspring was founded in 2010 with a simple idea: To empower businesspeople to innovate and solve problems for themselves. Fast forward to today, and we've become a leading Governance Risk & Compliance (GRC) SaaS platform used by the largest and most forward-thinking companies in the world. Our people-powered no-code platform offers ready-made products aligning to key GRC programs to automate workflows, collaboration, and reporting.
At Onspring, we maintain a dynamic, flexible, and lively workplace. We encourage our team members to share ideas, challenge conventional wisdom, and have fun along the way.
At Onspring, all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
