Customer Success Manager

About Marble

At Marble, we're reshaping the landscape of legal and health data management. Marble's vision of transforming the accessibility and portability of health data complements our mission at SettLiT, where we focus on revolutionizing the legal industry. Together, we're making a profound impact, empowering professionals across diverse sectors to manage their data with unparalleled security and efficiency.

Join our journey at SettLiT to redefine legal data utilization, while also being part of Marble's broader vision of changing millions of lives. This is your chance to contribute to a groundbreaking movement in both health and legal data management.

About the Role

Are you passionate about delivering exceptional customer experiences? Marble is seeking a Customer Success Manager to join our dynamic team and play a key role in ensuring customer satisfaction, retention, and growth. This position is central to proactively addressing customer needs and enhancing their journey with Marble.

As a Customer Success Manager, you will gather and analyze customer insights, leveraging data such as NPS scores, customer feedback, customer service trends, and survey results. Your insights will directly contribute to optimizing the customer lifecycle, enhancing overall satisfaction, and driving continuous improvement.

You will be a core member of our Customer Success Team, reporting directly to the General Manager, and will play a critical role in onboarding, managing, retaining, and expanding customer accounts. This role is ideal for someone who thrives in a fast-paced environment and is committed to delivering meaningful results for our clients.

• Build and maintain strong customer relationships, acting as a trusted advisor and advocate.
• Proactively identify and resolve issues to ensure a seamless customer experience.
• Leverage customer feedback and data (e.g., NPS) to provide actionable insights and drive process improvements.
• Collaborate with Sales, Product, and Support teams to enhance the customer journey.
• Manage onboarding and implementation, ensuring timely and successful delivery of solutions.
• Develop and execute strategies to grow, retain, and expand accounts by analyzing usage trends and feedback.
• Take ownership of customer retention KPIs and satisfaction metrics, ensuring engagement and success.
• Assist in strategic account planning to set performance objectives, financial targets, and milestones.
• Act as the primary point of contact for customer needs, delivering clear and professional communication.
• Track and report on service levels, satisfaction metrics, and barriers, implementing action plans to resolve challenges.

• Minimum 4 years in a high-performance account management capacity with proven results driving satisfaction and revenue.
• Strong project management and organizational skills.
• Experience in a fast-paced environment.
• Experience managing a large portfolio of clients with multiple and varied needs.
• Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
• Exceptional communication and interpersonal skills, with a customer-first mindset.
• A proactive problem-solver who thrives on driving results and continuous improvement.
• Ability to work collaboratively in a team-oriented environment and manage multiple priorities effectively.

• Client-facing experience preferably at a SAAS company.
• Experience with customer success tools and CRM platforms (e.g., Salesforce, HubSpot).

• An opportunity to have an outsized impact at an early-stage technology company focused on solving critically important and valuable consumer healthcare data challenges.
• Amazing culture powered by an inspired, highly collaborative team that believes in Marble core values: Hunger, Humility, and Care.
• Highly competitive compensation and benefits in a rapidly growing, mission-driven, early-stage company.
• Health Benefits, including Health Spending and Lifestyle Spending accounts.
• Mandatory Holiday shut-down periods.
• Remote work opportunity.

Note: Successful candidates will be asked to undergo a background check.

Marble is proud to be a diverse and equal opportunity employer and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability, or any other characteristic protected by applicable laws. Selection decisions are solely based on job-related factors.

Marble provides accessibility accommodations during the recruitment process. Should you require any accommodation, we will work with you to meet your needs.