Job Description
Our client is looking for a talented Customer Success Manager to partner with customers post-sale to drive adoption and ensure customer satisfaction, growth and retention.
Responsibilities:
• Proactively own and manage the success of a portfolio of our strategic customers
• Develop individual success plans for each customer
• Consult with customers on their internal learning and development strategy and influence leaders to drive change across their organisation
• Engage with internal stakeholders on customer issues, keeping up to date with ongoing projects and support issues for our customers
• Create and implement internal promotion programs within customer organizations to generate awareness
• Renew customer contracts and partner with sales to develop account expansion strategies for customers with high-growth potential to hit upsell targets
• Onboard and train new customers. Partner with Implementation Engineers to ensure successful project management and ongoing support of custom features and API integrations.
• Partner with marketing to develop customers for case studies and media opportunities
• Own the creation of internal processes, programs and materials to improve the quality and efficiency of the Customer Success department
Requirements:
• Proven experience as Customer Success Manager or similar role
• BA or BS degree
• 5+ years of B2B SaaS customer success, account management, consulting and/or sales experience
• Experience working with mid-market and enterprise-level accounts
• Ability to build and nurture trusted relationships with decision-makers
• Ability to close deals
• Experience developing strategies to increase adoption of technology solutions
• Outstanding verbal and written communication skills
• Superior project and time management skills; excellent attention to detail
• Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes
• Love for teamwork and commitment to building a world-class, enterprise-level customer experience together
