Draup - Manager - Customer Success (3-8 yrs)

Responsibilities:

Drive Customer Success Outcomes:

- Increase Net Revenue Retention and Gross Revenue Retention

- Expand our Share of Wallet in accounts through cross-sell and up-sell

- Influence lifetime value through higher produce adoption, customer satisfaction and overall health scores

- Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle:

- Map Customer Journey

- Develop listening points in journey (e.g., usage, satisfaction, etc.)

- Standardize interventions for each point in journey

- Define segmentation of customer base and varying strategies

Manage Customer Success Activities:

- Onboarding & Training

- Customer Support

- Customer Success Management

- Renewals

- Cross-sell/Up-sell

- Advocacy

Measure Effectiveness of Customer Success:

- Define, Track & Analyze customer data and metrics to identify opportunities, and areas for improvement.

- Develop strategies to increase customer satisfaction and retention. Monitor and track customer health and proactively address any potential risks or issues to ensure long-term customer success.

- Expose subset of metrics to the executive team, Board of Directors and customers

- Enhance Effectiveness and Efficiency Through Technology

- Customer Service & Support systems

- Customer Marketing Automation systems

- Customer Relationship Management (CRM)

- Inspire Customer Success Across the Company

- Create company-wide culture of Customer Value Creation

- Align with Marketing around marketing to existing clients

- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

- Align with Finance around measurement and forecasting

- Align with Executive Team & Board of Directors around key metrics and objectives

Required Experience/Skills:

- Proven experience in a leadership role within customer success, preferably at a leadership level, with a track record of driving customer satisfaction, retention, and revenue growth for SaaS companies

- Strong understanding of customer success principles, methodologies, and best practices

- Prior experience in Sales or Talent domain(s) is a plus

- Ability to manage influence through persuasion, negotiation, and consensus building

- Ideally combined background of post-sale and sales experience

- Deep understanding of value drives in recurring revenue business models

- Enthusiastic and creative leader with the ability to inspire others

- Excellent communication and presentation skills