Customer Success Manager II

How You Will Make an Impact

Client Onboarding

• Work with sales and implementation teams to ensure a smooth transition from the presale state to the post-sale customer success stage
• Join kick-off calls, keep up to date with the progress of the implementation, and schedule a graduation call

Relationship Management

• Develop and maintain customer relationships, acting as the primary point of contact throughout the customer lifecycle

Proactive Communication and Documentation

• Conduct regular proactive calls and account review meetings
• Utilize CRM to maintain an accurate record of discussion and action items

Customer Retention

• Monitor health metrics such as NPS and churn scores
• Take corrective action and loop in leadership when necessary to mitigate churn risk

Revenue Growth

• Identify upsell and cross sell opportunities to increase customer usage and product adoption
• Ensure positive net revenue retention (NRR)

Contract Negotiation and Renewals

• Own customer renewal cycles end to end
• Work directly with internal stakeholders as needed to ensure customer satisfaction during the renewal process
• Adhere to contractual and department requirements for initiating renewal discussions

Customer Outcomes

• Work with the customer, in partnership with management, to build Customer Success Plans
• Establish critical goals, desired business outcomes, or other key performance indicators
• Aid the customer in achieving long and short-term goals

De-escalation

• Manage customer complaints and utilize internal resources where appropriate
• Resolve issues with a sense of urgency and in a timely manner

Customer Feedback

• Represent the voice of the customer to inform product roadmaps
• Collect, analyze, and disseminate customer feedback and product requirements to system improvements

Data Analysis

• Utilize customer data and metrics to make informed decisions and provide actionable insights back to the customer

Advocate Identification

• Identify opportunities for customers to become advocates, such as testimonials and case studies

The Expertise You'll Bring

• 3-4 years customer success or account management experience in SaaS or software company
• Experience in creating success plans and utilizing data to identify the health of a customer
• 4-year degree or equivalent experience
• Good communication skills, both written and verbal
• Strong organizational skills and detail oriented
• Demonstrated ability to build and maintain relationships with customers
• Strong analytical and goal oriented mindset
• Emerging ability to recognize upsell and expansion opportunities when speaking to customers
• Exposure to contract negotiations and renewal discussions with customers
• Experience working in G-Suite, Salesforce, and/or Churnzero