Associate Customer Success Manager

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

Job Duties & Responsibilities:

• Proactively manage the customer life cycle, including on-boarding, adoption, and renewal

• Establish a trusting relationship with client (technology owners, stakeholders and executives)

• Drive revenue through renewals, cross-sells and up-sells

• Maintain a near perfect retention rate

• Develop strong understanding of the customer’s business and use cases

• Develop a network of champions within each account through education, coaching and troubleshooting

• Conduct regular business reviews - including potential on-site - to recap usage, success metrics, and to further engage the client

• Ensure timely and successful delivery of solutions according to customer needs and objectives

• Track & forecast key account metrics

• Interface and collaborate with other DTN teams (Product Managers, Marketing, Sales, Support) to complete client goals (use case and account activities) and, in general, to be the voice of the customer to provide visibility and/or escalations

• Communicate customer needs/issues with other DTN teams including Product Managers, Sales and Marketing

• Communicate major updates and releases, ensuring client enacts changes based on need and interest

• Collaborate with Marketing to develop client-facing assets

• Analyze and monitor adoption and product utilization - alerting clients on any risk or general awareness based on these trending metrics

• Work with the Product Managers on major and/or trending feature requests

Qualifications:

• 2+ years customer success or account management experience in a SaaS or software company

• Excellent interpersonal skills

• Strong communicator in both presenting and writing

• Highly consultative with savvy business acumen

• Persistence to build relationships where none exists

• Ability to multi-task and prioritize

• Strong technical aptitude and ability to learn

• Experience in Mobile or SaaS

• Experience working with, and managing, stakeholders and customers

• Experience of working with live chat platform

• Experience building and maintaining relationships while working to mitigate churn and drive engagement and renewals

• Empathetic, positive attitude with a desire to help our customers reach their goals

• Results-driven mentality, with a bias for speed and action

• Degree is preferred but not required