Mid-Market CSM
At a glance
Mid-level Customer Success role at nectarhr. Lehi · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide new customers through onboarding until they adopt the software successfully
- Answer customer questions, resolve technical problems, and provide ongoing support
- Create success plans that improve adoption and customer satisfaction for each account
- Review usage data to spot churn risks, upsell paths, and expansion opportunities
- Share customer feedback with sales and product teams to influence retention and improvements
What you bring
- Background in customer success, technical account management, or a closely related role
- Experience with software products and a strong grasp of the development lifecycle
- Clear communication, customer service, analytical thinking, and problem-solving ability
- Working knowledge of customer success metrics and how to evaluate them
Who this fits
You’ll suit work that combines customer support, product adoption, account growth, and cross-team coordination. You must work from the Lehi, Utah office and be comfortable handling ambiguity independently and with a team. Experience with technical systems or Planhat, HubSpot, or another CRM can strengthen your fit.
From the employer
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.
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