Customer Success Manager (Account Manager)

Overview (CSM at QuestionPro)

Our Customer Success Manager advises and guides a wide variety of customers, ensuring they launch QuestionPro successfully, adopt it widely and ultimately recognize business value through the use of our platform.

Our CSM does this through objective-based engagements with customers at key points in the customer journey.

Our CS team is on their toes when helping our customers with coaching and consulting them with our product expertise and again a success.

Responsibilities: -

Job Description:

• Own overall relationship with assigned clients, which includes: Increasing adoption, ensuring retention, and satisfaction.
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Develop, prepare, and nurture customers for advocacy.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Work to identify and/or develop upsell opportunities.
• Advocate customer needs/issues cross-departmentally.
• Programs manage account escalations.

Work Experience:

• 2-7 years of related experience in a Customer Success role in SaaS companies.
• Experience implementing and supporting SaaS solutions.
• Able to work standard business hours with flexibility off-hours and ongoing mobile phone (email)
• Email monitoring.
• Presentation skills, communication skills, conflict resolution skills,
• Passionate about customer success
• Quick learner, team player, and someone who loves traveling and meeting customers.