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Customer Success Manager

TraceGains has an exciting opportunity for the right individual to join the Customer Success team as a Customer Success Manager. 

Job Summary:  

The Customer Success Manager (CSM) will work directly with TraceGains customers to ensure they are successfully onboarded, implemented, and retained.  This role entails consulting with the customer to determine how the TraceGains solutions can meet their needs, leveraging product knowledge and an in-depth understanding of each customer’s business environment (organization, people, goals, and assets). Internally, the Customer Success Manager works with TraceGains R&D, Sales, Support, Marketing and Customer Success (CS) on behalf of the customer This position reports to the Vice President of Customer Success.

Essential Duties/Responsibilities:

  • Onboard customers and drive the initial implementation and integration while effectively managing customer expectations
  • Drive adoption of the TraceGains product within the customer base
  • Serve as a customer advocate while effectively collaborating with internal, cross-functional teams including R&D, Sales, Marketing, and Finance
  • Develop methods of account management that allow for continuous improvement in customer satisfaction and retention rates
  • Build strong customer relationships from the user level to the executive sponsor
  • Assist in identifying opportunities for revenue growth
  • Collaborate with our Finance department to manage the renewal process
  • Act as an escalation point for customer issues

Minimum Job Requirements:

  • Onboard customers and drive the initial implementation and integration while effectively managing customer expectations
  • S. or B.A degree
  • 3 to 5 years’ experience in a client facing role
  • Previous experience consulting, and/or customer service/support skills
  • Strong oral, written, and presentation skills
  • Prior experience as a Customer Success Manager and/or onboarding/implementing customers in a SaaS company is a huge plus
  • Experience in the Food and Beverage industry and/or Supply Chain experience is a plus

Why you’ll want to join us:

TraceGains is a rapidly growing software company, delivering cloud-based New Product Development (NPD) and quality management solutions for food, beverage, and dietary supplement companies. At the heart of TraceGains is an advanced network platform that digitalizes documentation, automates workflows, and streamlines processes. With instant information sharing and visibility throughout the supply chain, companies can grow their businesses without adding resources.

Plus, we offer great benefits, including:

  • Health, dental, and vision insurance with an employer contribution
  • 100% paid for life insurance, AD&D, LTD, and STD coverage
  • Flexible paid time off available on your date of hire
  • A 401(k) plan for saving for your future
  • Competitive compensation
  • A casual business atmosphere
  • Advancement opportunities and promoting from within
  • A kitchen stocked with snacks, coffee, and more!

TraceGains provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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.

Applicants must be over the age of 18 and have proof of authorization to work in the U.S. for consideration.


Please submit resumes to careers@tracegains.com