Customer Success Manager (Velocity)

Drive Growth : identify opportunities for product growth, usage growth and additional opportunities to increase active ARR in the account.

Provide Strategic Guidance: Serve as a trusted advisor to customers, offering advice on how to run successful events, improve attendee engagement, and optimize their event strategy.

Ensure Product Adoption: Proactively monitor customer usage and adoption, providing training, resources, and recommendations to ensure customers leverage Goldcast s features effectively.

Address Customer Needs: Respond to customer inquiries and issues, resolving them promptly and escalating when necessary. Ensure that customer challenges are addressed in a timely manner to avoid any impact on their event success.

Collaborate with Internal Teams: Work cross-functionally with the Sales, Product, and Marketing teams to ensure that customers needs are met and feedback is communicated to the relevant stakeholders.

Monitor Account Health: Track customer satisfaction and usage metrics, providing insights into account health and identifying opportunities for expansion or potential risks.

Customer Education: Lead periodic check-ins and educational sessions to ensure customers are up to date with the latest product features and best practices.

Customer Advocacy: Act as the voice of the customer, providing feedback to internal teams on customer needs and experiences to help improve Goldcast s products and services.

Customer Success Experience: 3-5 years of experience in customer success, account management, or a similar customer-facing role. Experience with SaaS products, event technology, or digital marketing solutions is a plus. Proven track record of handling between 50-70 customer accounts at a singular point in time. Strong to to prioritize tasks, escalate issues and segment business needs based on risk.

Account Expansion and Growth: Proven track-record (referenced metrics, KPIs or achievements) of driving ARR growth in past BoBs. Expansion driven through user growth, product add-ons or new product lines is preferred. You will work in partnership with an Account Manager to funnel qualified leads, activate renewal process (led by AM) and create strategic growth plans for accounts.

Strong Communication Skills: Excellent verbal and written communication skills with the ability to engage customers at all levels. Ability to clearly explain technical concepts to non-technical users.

Customer-Focused: A passion for helping customers succeed, with a proactive approach to addressing customer needs and challenges.

Problem-Solving: Strong critical thinking and problem-solving skills to identify customer challenges and provide effective solutions.

Team Collaboration: Ability to work closely with cross-functional teams, including Sales, Product, and Marketing, to deliver a cohesive customer experience.

Self-Starter: Ability to work independently and manage a portfolio of accounts effectively with minimal supervision.

Technical Aptitude: Comfortable working with SaaS platforms and quickly learning new technologies and product features.

Account Management Skills: Experience in managing client accounts and ensuring ongoing customer satisfaction and retention.

Event Knowledge: Familiarity with virtual and hybrid event strategies and best practices is a plus.

Strategic account management and growth planning.

Excellent communication and interpersonal skills.

Problem-solving and critical thinking.

Proactive customer engagement and support.

Strong organizational and project management skills.

Collaboration and teamwork across departments.

Technical proficiency in SaaS platforms and data analysis.

Adaptability and resourcefulness in a fast-paced environment.