Customer Success Manager (Commercial)

About this role

• Merge is looking for a Customer Success Manager to help lay the foundations for repeatable and consistent revenue growth
• You should be driven, adaptable to change and creative as you help us test out new ideas and find what works in the pursuit of building a truly customer-centric process
• This is a fantastic opportunity to play a key role in an organization that cares deeply about delivering an exceptional customer experience
• In the role, you will work directly with technical stakeholders at our customers to escalate and resolve issues and challenges swiftly and effectively
• You will manage our customers’ post-sales journey from onboarding to renewal and collaborate with sales and technical services to ensure customers are adopting Merge and that we are properly supporting their use cases
• The expectation will be to manage 40-50 commercial customers
• Your goal will be to ensure customer satisfaction as a whole, enhance customer experience working with Merge, help identify upsell opportunities, and play a key part in supporting customer contract renewals

### Benefits

• Healthcare
• Unlimited PTO
• Parental Leave
• 401k- An entrepreneurial mindset – in a fast-moving startup environment, priorities shift and playbooks don’t always exist; you’ll need to exercise sound judgment, adapt quickly, and operate effectively beyond established processes
• The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, etc
• Team player and passion for collaboration
• A minimum of 3+ years of experience working in a Customer Success or Account Management function for software products
• A background and passion for advocating on beha...