Customer Success Manager

Nexus Systems, located in Falls Church, Virginia, is the leading provider of electronic solutions that automate the traditionally cumbersome paper-intensive AP process. Nexus Systems greatly aids financial management by automating the payables process through scanning, electronic approval routing and PO/Invoice management. Nexus’ product, NexusPayables, enjoys continued success as a result of its functionality, reporting, user-friendly configurations, and ease of use for clients.

Nexus Systems, LLC is looking to fill a Customer Success Manager (CSM) position. As a member of the Professional Services Team, this person’s primary objective is to ensure sustainability in corporate profitability and growth while making our customers as profitable and productive as possible.

• Uphold a high renewal rate for set accounts by maintaining regular communication and actively monitoring customer risk and usage
• Ensure customers are utilizing all appropriate features in the Nexus software suite
• Ensure that customers are meeting predetermined milestones and ultimately renew their contracts
• Assess, justify, and facilitate solutions for customer needs, such as: training, strategy, software optimization
• Primary point of contact for assigned set accounts after deployment
• Ensure customer satisfaction and product is delivered up to expectation
• Goal is to keep delivering value to customers with each interaction

• An understanding of all stages of Software Development Lifecycles, particularly in SaaS companies
• Experience working with large and small businesses, and providing advice and direction to management-level contacts
• Willing to travel to build relationships with clients
• First-rate proactive customer service skills
• Capability to form strong customer relationships as well as take responsibility for customer satisfaction and loyalty
• Work effectively in a fast-paced and demanding environment, while adapting and adjusting to changes in priorities and assignments
• Strong verbal and written communication skills and the ability to communicate technical information to both technical and non-technical audiences
• Outstanding organizational and time management skills along with a strong attention to detail
• Exemplary problem-solving skills and the ability to resolve customer-related issues in a timely and satisfactory manner
• Ability to work with other Nexus departments as well as to advise improvement of internal process for customer needs
• Experience using Salesforce or similar cloud-based CRM
• Proficiency using MS Excel and other MS Office applications and web browsers
• BS or BA degree required