Manager - Customer Success - IT/SaaS (3-6 yrs)

Responsibilities:

- Drive Customer Success Outcomes for an assigned portfolio of customers

- Onboard new customers in a high growth environment and guide them through their success journey

- Devise engagement plans that consider customer business goals and map product capabilities to achieve these goals. Influence future lifetime value through higher adoption, customer satisfaction and overall health management

- Drive product adoption, increasing overall retention and achieve process success for customers

- Support clients to resolve queries or bugs, as and when required

- Expand our revenue in accounts through cross-sell and up-sell activities in collaboration with Internal Sales Team and Partners

- Manage contractual obligations throughout the contract life cycle

- Renew customers and prevent churn

- Help manage our Customer Success practice and contribute to growth

- Contribute to our evolving customer success practice and to Prismforce overall aggressive growth goals

- Identify opportunities for continuous improvement

- Drive new business growth through case studies, advocacy and reference-ability.

- Align with Product around driving product roadmap including customer feedback loops

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

- Align with Finance around measurement and forecasting

Required Experience/Skills:

- 3+ years experience in managing key accounts. But we like to look at what and how you have built, not necessarily how many years you have been doing it.

- Experience in IT transformation & change management and customer management roles

- Ideally technical background of e.g. professional services, consulting and experience in a high growth SaaS company.

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

- Strong empathy for customers AND passion for revenue and growth