Customer Success Manager

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About us

Queue-it is a tech scale-up that helps the world’s biggest brands manage their busiest days. Our virtual waiting rooms prevent website crashes and bot abuse to create a smoother, fairer online experience for billions of users.

Queue-it is a place where you can do what you are naturally best at to positively maintain your performance. We’re a diverse team coming from 40+ countries with offices in Denmark, the U.S., South Korea and Australia.

The Role/Responsibilities

• Develop and manage medium to large client portfolios, handle expansions, downscale, cancellations and proactively try to win back relevant lost customers and thus deliver or exceed the target quota
• Responsible for the full sales cycle and contract negotiations on your assigned accounts.
• Build and nurture relationships across accounts to solidify our partnership and commitment to the customers by proactively engage with them with relevant content / improvement suggestions
• Ensure that customers derive maximum value from their investment in Queue-it, by analyzing their account health using customer usage data, health indicators and renewal dates to identify growth opportunities, key account improvement plays and risks to customer achieving goals
• Develop an understanding of typical business challenges faced by customers and common objectives to appropriately map Queue-it features and associated business benefits to address their needs
• Record communications and customer updates into CRM, and share findings from customer base across the organization, from sales and marketing to solutions and development
• Aid in product design and product development
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
• Partner cross functionally with the technical engagement and sales team to foster client relationships, manage deliverables, and mitigate risks
• Analyze customer accounts, including identifying churn signals as well as new needs and potential growth opportunities
• Develop and execute on strategic planning to increase client retention
• Conduct client reviews, track key performance data, present product roadmaps, and ensure client satisfaction
• Educate clients on Queue-it software and features

Qualifications

• 3-5 years of previous professional experience (preferably in a client facing role)
• Previous experience of exceeding customer expectations and achieving KPI’s
• Prior experience working for a SaaS organization or within the IT industry (preferred but not required)
• Knowledge of customer success initiatives and retention strategies
• Proficient business acumen
• Experience in contract negotiations on all business levels a plus
• High school diploma

About you/We are looking for someone with:

• Excellent communication skills both written and verbal (listening, engaging, confidence, appropriate tone/inflection)
• Multi-tasking and prioritization
• Excellent customer service

Why Queue-it is a great place to work:

Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.

Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.

Transformative leadership: We’ll give you the insights, coaching, and confidence to be the leader the world needs.

Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to empower others find theirs. In a company with 50+ nationalities, you will be able to enjoy a truly intercultural and inclusive environment.

Pay range: $60,000-$75,000/annually

Benefits overview

• Affordable medical, dental, and vision insurance, effective the first day of employment
• Health Savings Account (HSA) with company contributions
• Flexible Spending Account (FSA) – health care, limited-use health care and dependent care options
• 401(k) savings plan with company contributions, offering pre-tax and Roth options
• Company paid basic Life and AD&D insurance
• Employee Assistance Program (EAP)
• Option to enroll in the following: supplemental life insurance and AD&D insurance, spouse or domestic partner life insurance, child life insurance, supplemental ad&d, short- and long-term disability, critical illness insurance, hospital indemnity insurance and accident insurance
• 24 weeks paid leave in connection with birth and adoption of a child, must be employed nine months at the time of leave start
• 9 Paid Holidays
• Paid Time Off
• $75 monthly cell phone reimbursement, if a company provided phone is declined
• $60 monthly parking allowance, must come into the office three times a week each month, to receive

About the office

Located in the heart of Minneapolis, Queue-it offers modern amenities, collaborative spaces, and quiet zones to suit all work styles. Plus, free entry to an in-building gym, access to the skyway system with numerous lunch and shopping options, a beverage-stocked fridge, company provided onsite lunch every Tuesday, and plenty of snacks to keep you fueled through the day!

Queue-it is committed to employing a diverse staff. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Department Customer Success Role Customer Success Manager Locations Minneapolis - US Employment type Full-time

Customer Success · Minneapolis - US

Customer Success Manager

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