Customer Success Manager
Customer Success Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Customer Success Manager will be responsible for managing renewals and retention of an assigned set of accounts. The CSM is responsible for the postsale experience inclusive of driving product adoption processing upsells identifying crosssells and managing the renewal and any atrisk situations within their assigned accounts.
Location
- Remote in the United States (EST hours)
Responsibilities
- Drive the postsales journey for assigned accounts from product adoption expansion advocacy and ultimately renewal.
- Manage a highvolume book of business of approximately 150 accounts maintaining an accurate forecast and account status within SFDC. (Accounts between 30 150kARR)
- Increase customer retention by conducting regular checkins and performing business reviews where applicable.
- Monitor account health indicators to identify churn risk and develop strategies for mitigation.
- Manage At Risk situations and collaborate closely with other internal teams to support customer requests issues and feedback.
- Present value of Revalize products with customers effectively managing objections to mitigate churn.
- Support customer nurture activities and campaigns in partnership with Marketing.
- Identify additional opportunities to drive upsells crosssells and collaborate with Sales to deliver on account growth goals.
Qualifications :
- 23 years of experience in Customer Success or Account Management or other customerfacing role.
- Experience managing renewal and negotiation conversations.
- Professional presence with ability to listen to understand and present to customers.
- Ability to understand customers business needs and how those connect back to product value.
- Strong verbal and written communication skills with a passion for delivering an excellent customer experience.
- Proactive problem solver with experience developing creative solutions for customers and the business.
- Highly organized collaborative and detailoriented.
Preferred skills and abilities
- Successful track record managing customers with demonstrated strength in building relationships managing escalations and ability to increase revenue.
- Technology / SaaS / Software experience a plus
Education and Travel
- Bachelors degree preferred
- Limited travel
Additional Information :
All your information will be kept confidential according to EEO guidelines. Qualified applicants will be asked to complete a 30minute online assessment as a part of your application. The official working time zones are EST for US employees and CET for EMEA employees.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
