Position: Customer Success Manager
Salary: Competitive
Job Description: Customer Success Manager
Position Overview: our client is a company focused on continual value creation for the users of our solutions.
Job Description: Customer Success Manager
Position Overview: our client is a company focused on continual value creation for the users of our solutions.
As such, we need a senior executive
to own driving success for our customers. This role includes responsibilities
for Customer Success activities (e.g., on-boarding, support, services,
adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell,
etc.).
Responsibilities:
Responsibilities:
Drive Customer Success Outcomes
- Increase renewal rates and reduce churn
- Expand our revenue in accounts through
cross-sell and up-sell
- Influence future lifetime value through higher
product 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
- Identify opportunities for continuous
improvement
- Learn from best practices in industry
Manage Customer Success Activities
- Onboarding
- Training
- Professional Services
- Customer Support
- Customer Success Management
- Renewals
- Cross-sell / Up-sell
- Advocacy
Measure Effectiveness of Customer
Success
- Define operational metrics for team
- Establish system for tracking metrics
- Create cadence for review within team
- Expose subset of metrics to executive team,
company and board
Lead World-class Customer Success
Team
- Recruit experienced leaders for each
functional role
- Attract high potential individual contributors
into team
- Create rapid onboarding process for new team
members
- Foster collaboration within team and across
customer lifecycle
- Encourage continuous learning within team
Enhance Effectiveness and Efficiency
Through Technology
- Support systems
- Customer marketing software
- Reference and advocacy solutions
- Customer Success Management platform
Inspire Customer Success Across
Company
- Create company-wide culture of Customer
Success
- Align with Marketing around marketing to
existing clients
- Align with Product around driving product
roadmap
- 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 around key metrics
and objectives
- Drive company-wide definition of ideal
customer
- Create company-wide customer feedback loop
Required Experience / Skills:
- Customer support and account management
experience, especially in high-growth, software-as-service (SaaS)
environments
- Previous experience with customer relationship
management (CRM) software.
- 3+ years experience in leading customer-facing
organizations
- Ability to manage influence through persuasion,
negotiation, and consensus building
- Ideally combined background of post-sale and
sales experience
- Strong empathy for customers AND passion for
revenue and growth
- Deep understanding of value drivers in
recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning
and improvement
- Enthusiastic and creative leader with the
ability to inspire others
- Excellent communication and presentation
skills
- Relevant Bachelor’s degree; preference for computer science or related
If you meet the above qualifications
send your detailed CV with the subject Customer Success Manager to
excelwiseconsultant@gmail.com