Mid-Market CSM

As a Mid-Market Customer Success Manager, you will play a crucial role in driving customer satisfaction, retention, and expansion. Your primary responsibilities will include overseeing the customer onboarding process, providing ongoing support, and driving product adoption. You will also work closely with our sales and product development teams to mitigate churn risks and provide valuable customer feedback.

What is Nectar?

Great company culture doesn't happen by accident. It's built through consistent recognition, meaningful rewards, and moments that make people feel genuinely valued and engaged. Yet in most organizations, recognition is inconsistent, and often overlooked. Nectar changes that. Nectar is a 360 employee recognition and rewards platform that makes recognition a part of the everyday rhythm of work. We empower team members, managers, and leaders alike to celebrate great work, reinforce core values, and reward the people who drive the business forward. The result is a more connected, engaged, and motivated workforce.

Role Responsibilities:

Must be able to be able to work from our offices in Lehi, UT

Overseeing the customer onboarding process and ensuring successful adoption of the software

Providing ongoing support to customers, including answering questions and resolving technical issues

Developing and implementing a customer success plan for each customer to drive product adoption and increase customer satisfaction

Monitoring customer usage and proactively identifying opportunities for upsell and expansion

Working closely with the sales team to identify and mitigate potential churn risks

Collaborating with the product development team to provide customer feedback and suggest product improvements

Analyzing customer data to identify trends and opportunities for improvement

Maintaining a deep understanding of the software and its features to effectively communicate its value to customers

Experience & Skills:

Experience in customer success management, technical account management, or a related field

Experience working with software products and a deep understanding of the software development lifecycle

Excellent communication and customer service skills

Strong analytical and problem-solving skills

Ability to work with ambiguity, both independently and as part of a team

Familiarity with customer success metrics and how to measure them

Familiarity with technical systems and processes is a plus

Experience with Planhat, Hubspot, or other CRM software is a plus.