Customer Success Manager

Company Overview
Merlin Group is a network of companies that invests in, enables, and scales technology companies with disruptive cyber solutions. Our affiliates – Merlin Ventures, CGC, and Merlin Cyber -- not only accelerate time to revenue for cyber companies, but together, they also make cyber innovations more accessible to the U.S. Government and critical infrastructure markets.
Job Summary
We are looking for a proactive and customer-centric Customer Success Manager with at least two years of experience to join our team. In this role, you will be responsible for ensuring the long-term success and satisfaction of our customers by building strong relationships, understanding their needs, and driving value through the effective use of our products and services. The ideal candidate will have excellent communication skills, a passion for customer success, and the ability to work cross-functionally to deliver an exceptional customer experience.
Key Responsibilities:
- Relationship Management: Build and maintain strong relationships with customers, acting as their trusted advisor and point of contact for all their needs.
- Customer Retention: Proactively monitor customer health and engagement, identifying and addressing potential issues to ensure high retention and satisfaction rates.
- Customer Advocacy: Act as the voice of the customer within the organization, providing feedback to product, sales, and support teams to improve customer experience and drive product enhancements.
- Value Realization: Help customers achieve their desired outcomes by understanding their business objectives and providing tailored guidance on best practices and product usage.
- Renewals and Expansion: Partner with the sales team to drive renewals and identify opportunities for account expansion, upselling, and cross-selling.
- Reporting and Analytics: Track and report on customer success metrics, including adoption, usage, satisfaction, and retention rates.
- Process Improvement: Continuously improve customer success processes and workflows to deliver a seamless and efficient customer experience.
Qualifications:
- Experience: Minimum of 2 years of experience in a customer success, account management, or customer support role, preferably in a SaaS or technology environment.
- Education: Bachelor’s degree in Business, Marketing, Communication, or a related field is preferred.
- Customer-Focused: Demonstrated ability to build strong relationships with customers and deliver exceptional customer service.
- Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information clearly and effectively.
- Problem-Solving: Strong problem-solving skills with a proactive approach to addressing customer needs and challenges.
- Tech Savvy: Comfortable using CRM software (e.g., Salesforce, HubSpot) and other customer success tools (e.g., Gainsight, ChurnZero) to manage and analyze customer data.
- Organizational Skills: Strong organizational skills with the ability to manage multiple accounts and priorities in a fast-paced environment.
- Team Player: Ability to work collaboratively across teams and departments to achieve customer success goals.
Benefits:
- Competitive salary and performance-based bonuses
- Comprehensive health, dental, and vision insurance
- 401(k) with company match
- Paid time off and holidays
- Professional development and growth opportunities
- Flexible work arrangements