Customer Success is vital to our long-term profitability. We will not be successful unless our customers receive consistent value from our service and continue to purchase on a recurring basis. As such, we need a manager to own driving success for our customers. This role includes responsibilities for Customer Success activities (on-boarding overview, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell – managed by AEs, etc.).

RESPONSIBILITIES

• Function as the customer advocate and provide internal feedback on how we can better serve our customers
• Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning and execution
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
• Ensure that a plan is in place with each customer for deployment, change management and adoption programs
• Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes
• Track accounts to identify churn risk and work actively to eliminate that risk
• Partner with other departments (sales, marketing, translation) to develop a plan for making our product a part of each customer’s core architecture
• Simultaneously manage multiple customers who are at different points on the account lifecycle
• Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen product proficiency
• Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas

REQUIRED EXPERIENCE/SKILLS:

• 4+ years experience in leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Background of post-sale experience
• You have a track record of delivering value to complex customers with large employee bases
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative with the ability to inspire others
• Excellent communication and presentation skills
• Bachelor’s degree