Customer Success Manager
Manages customer portfolio post-sales to drive adoption, renewals, and expansion of Assembled platform. Collaborates cross-functionally to ensure ROI, conducts business reviews, and identifies growth opportunities. Requires 3+ years customer-facing experience and travel willingness.
Responsibilities
- Manage a portfolio of customers to help achieve goals on Assembled and drive business outcomes with senior stakeholders
- Project-manage customer initiatives with internal & external stakeholders, collaborating cross-functionally (product, solutions, sales, etc.)
- Proactively monitor and manage customer health, identify risks, and create success plans
- Drive high-impact, cross-functional projects such as customer journey maps, business review strategy, training documentation
- Be hands-on with the product to ensure customers maximize ROI
- Drive customer renewals and mitigate churn
- Identify and execute growth and expansion opportunities
Requirements
- Relationship building & managing up: Develop relationships and collaborate with C-level execs, support agents, engineers
- Grit, determination, and tenacity to push through roadblocks in unstructured environments
- Track record of getting things done and juggling competing priorities
- Strategic thinking while being hands-on: Identify trends from customer conversations and market
- Growth mindset: Thrive on feedback, self-starter
- Collaborative, humble, helpful team member
- Willing to travel for onsite training, business reviews, executive engagement
Preferred
- 3+ years in customer-facing, operational, and start-up environments
- Workforce Management experience
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