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[Remote] Customer Success Manager
Note The job is a remote job and is open to candidates in USA. Candela Medical is seeking a Customer Success Manager to drive customer lifetime value through managing contract renewals and increasing consumable utilization. This role focuses on proactive outreach, relationship building, and providing solution-based customer support to achieve sales quotas and ensure customer satisfaction. Responsibilities Achieve quarterly quotas aligned with sales objectives, including consumables, utilization, and service contract conversions (driving to corporate goals of 50%+ warranty-to-contract, 75%+ contract-to-contract, and 70%+ billable-to-contract) Drive strong customer lifetime value through proactive engagement, renewals, and expanded account utilization Call customers with expired or expiring contracts to renew and close gaps in the pipeline Monitor and re-engage out-of-contract customers who have become unresponsive Assist in closing Time & Material (T&M) jobs and convert T&M customers into contract customers Work with Marketing to create targeted campaigns for customers with expiring warranties or contracts Achieve quarterly consumables quotas through proactive outbound calling Call current accounts to discuss consumable promotions, reorder needs, and utilization optimization Monitor and re-engage customers who have become inactive in consumable purchasing Identify key buying influencers and decision makers within existing accounts to drive growth Create, establish, and maintain strong customer relationships throughout the sales, contract, and post-sale processes Provide post-sale customer support with a solution-based approach Manage customer triage, accounts need, and escalations with a sales-solution mindset Respond to customer issues or questions in a timely, professional, and value-driven manner Document all customer interactions and activities in Salesforce Manage data for all new and existing customers, ensuring All communications are logged Information is accurate Required documents are attached Set and execute daily tasks and follow-ups using CRM workflows and best practices Participate in ad-hoc projects aimed at improving customer lifecycle performance, account growth, or operational efficiency Skills 3 yrs. Inside Sales, Service Contract/Corporate Account Sales experience Business development experience Exceptional customer service, interpersonal and oral communication skills Oriented to self-management and interfacing with all daily contacts from a remote position Experience with CRM systems such as Salesforce.com is a plus 2-yr/4-yr college degree in business or equivalent experience Computer skills Microsoft Windows (Excel, Word and Outlook) Demonstrated ability to meet and/or exceed determined sales and activity quotas Company Overview Candela’s brand values of Science, Results, and Trust guide its commitment to safety, efficacy, reliability and strengthening the longstanding partnerships of trust established with physicians, their practices and the patients they treat. It was founded in 1970, and is headquartered in Marlborough, MA, US, with a workforce of 501-1000 employees. Its website is http//www.candelamedical.com.
