Customer Success Manager

Role & 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 customerhealth 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 2
• 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 skill