Full Job Description
Job Title: Customer Success Manager
Classification: Exempt
Reports to: Manager, Customer Success
Hiring Manager: Ethan Riley
Location: US, Remote
Target OTE: $87K to $120K
Responsibilities:
• Manage and grow relationships with accounts by acting as the customer's strategic business advisor
• Deduce key objectives and recommend action plans that promote joint accountability and long-term success across the entire customer journey
• Establish long-term relationships with POCs and other key stakeholders to drive outcomes that contribute to mutual success
• Develop complex renewal strategies and negotiations that aim to achieve mutual benefits for both the customer and for ChurnZero
• Build a strong pipeline of expansion opportunities by having value discussions within customers' CX teams as well as other business units
• Adopt a data-driven approach to increasing product adoption through various enablement strategies, technical product knowledge and thought leadership
• Ensure customer satisfaction by proactively addressing any issues or concerns
• Collaborate with sales and other teams to drive revenue growth
• Accurately and consistently forecast individual commercial performance and provide regular reports on account performance and customer feedback
• Strategically use tools and processes to proactively anticipate and mitigate churn risk or other obstacles to the customer's success
• Actively participate in the ChurnZero customer community as well as attend/host local ChurnZero events
Qualifications:
• Minimum of 2-3 years proven experience in customer success or account management
• Experience with CSPs (strong preference for ChurnZero) and CRMs (Salesforce, HubSpot, etc.)
• Ability to use time productively and efficiently using the tools and resources available
• Strong communication and negotiation skills
• Ability to think strategically and identify revenue growth opportunities
• Energetic and self-motivated; a team player who is also a proactive and creative problem solver
• Ability to work independently and manage a large portfolio of large accounts
• Bachelor's degree or equivalent experience in a related field
