Customer Success Manager

<< Careers

Job description

You will maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs. Youll be expected to meet and exceed the goal for net retention (both retention and expansion). Youll do this while tracking, analyzing and communicating key metrics and business trends (such as deployment, adoption and business reviews) as they relate to the global Customer Success strategy. This is a cross functional role, working closely with Product, Professional Services, Customer Support and other teams to close the feedback loop on customer and market needs.

Additional responsibilities will include :

• Advocate for and represent the voice of the customer internally
• Do technical reviews of customer infrastructure and make recommendations those will help customer to use our products optimally
• Work with your account teams to plan and execute long term account plans to facilitate retention and growth via product and new business unit expansion
• Manage the proactive customer life cycle leading to high rate of renewal and growth
• Develop and maintain long-term relationships with stakeholders in your account portfolio
• Identify and mitigate risk in customer accounts
• Work cross-functionally with Professional Services, Product, Support, Marketing and other teams to resolve customer business issues and work towards their stated goals
• Manage customer feedback and product needs by providing feature requests to internal partner teams

Examples of desirable skills, knowledge and experience :

• Bachelor s degree
• 5 yrs+ experience in a Customer Success/Account Management role servicing enterprise accounts
• Proven track record of meeting and exceeding targets
• Understanding of Enterprise SaaS business motions and customer lifecycle
• Proven ability to develop working relationships at all levels of management, both inside your company and within your customer accounts
• Experience with project management, account portfolio planning and prioritization
• Ability to prioritize, multi-task, and perform effectively under pressure
• Excellent written and spoken communication skills
• Possess top-notch organizational and analytical skills, especially with Salesforce/GainSight knowledge
• Track record of successful planning and execution of Executive Business Reviews
• Experience in generating expansion opportunity and securing references from your portfolio will be a great advantage