Customer Success ManagerDepartment: Customer Success
Reports to: Director of Customer Success, Strategic Accounts
The Customer Success Manager is responsible for the building and management of customer relationships while leading the customer to full adoption of our products. The Customer Success Manager plays a key role in developing strategic relationships with customers and demonstrating high NPS scores and expansion opportunities. This role involves the proactive engagement in day to day management of the account including strategic account planning and customer success issue resolution. The Customer Success Manager has a high attention to detail, strives for customer success and satisfaction, is articulate and credible, and metrics driven.
Responsibilities:- Maintain strong relationships with customers and ownership of customers' success through renewal rate, NPS and other metrics that measure customer success.
- Drive strategic development of customer programs and actively pursue opportunities to improve through expansion, enhancements and operational improvements
- Identify opportunities to increase revenue conversion
- Establish initiatives to encourage customer growth and upsell opportunities
- Create and drive value realization throughout the lifecycle
- Proactively identify account risks and drive mitigation strategies
- Work with cross functional partners to develop strategies and materials to increase the quality and efficiency of support to customers and users
- Work with CSM Leaders on business initiatives and other projects
- Work with marketing team to identify customer advocates to participate in feedback opportunities and case studies
- Work with Finance teams to improve revenue predictability for customers
- Assist in the hiring and training of Customer Success Managers
- Perform other duties, assignments, and special projects as time or circumstances demand
Qualifications:- At least 10 years working in account management or equivalent role
- Bachelor's Degree or equivalent combination of education and experience preferred
- At least 2 years of Industry related experience required
- Proven proficiency in customer retention, presentation skills and ability to work independently to drive a virtual team to deliver customer success
- Ability to align internal resources to meet customer requirements and deadlines.
- Proven track record of sustaining and growing complex relationships
- Commercial instincts a must with strong leadership, teamwork, & cross-group collaboration skills.
- Be a self-starter with a positive attitude
- Extremely organized, with effective time management skills
