Customer Success Manager

Position Overview:

Customer Success is one of our core priorities as a company. The customer success manager will own and drive success for our customers. This role is cross-functional and includes a wide range of responsibilities, from customer on-boarding, product adoption, advocacy, reference-ability, to account renewals and up-sell.

Responsibilities:

• Define and Optimize Customer Lifecycle
• Map customer journey
• Develop listening points in journey (e.g., product usage, satisfaction, etc.)
• Standardize interventions for each point in journey
• Define segmentation of customer base and varying strategies
• Manage Customer Success Activities
• Participate in customer onboarding, training, professional services
• Drive customer advocacy and reference-ability
• Promote renewals, cross-sell / up-sell opportunities
• Measure Effectiveness of Customer Success
• Define operational metrics for measuring customer success, create cadence for review within team
• Expose success metrics to executive team, company and board
• Drive Customer Success Outcomes
• Increase renewal rates and reduce churn
• Expand our revenue in accounts through cross-sell and up-sell
• Customer Advocate
• Create company-wide customer feedback loop
• Align with Marketing, Product, Sales, and Executive teams to inspire and promote customer success activities

Required Experience/Skills

• Located in the tri-state area, to be able to commute regularly to our NYC office
• 3+ years of experience in a direct customer-facing role
• 5+ years of total professional experience
• SAP industry experience a must have
• Strong technical background, i.e. able to grasp and relay technical concepts, perform product configuration, run product demos, conduct product training workshops, etc. No development experience required
• Ability to manage influence through persuasion, negotiation, and consensus building
• Combined background of post-sale and sales experience
• Strong empathy for customers
• Willingness to travel to customer sites, typically once a month
• Deep understanding of value drivers in recurring revenue business models
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills
• Relevant Bachelor’s degree; preference for computer science or related degrees
• BI or analytics experience a strong plus