Customer Success Manager

Position Overview
We are seeking a highly motivated and experienced Manager to lead our Account Success team. The individual will be responsible for managing and overseeing the Account setup, product pricing, renewal process for our company's products and services, ensuring timely and effective execution while maintaining high levels of customer satisfaction. The ideal candidate will have a proven track record of success in managing a team, implementing process improvements, and delivering results in a fast-paced, high-volume environment.  

Day-to-Day Job Functions

• Drives and leads the Renewal Playbook (Strategy and Processes) in collaboration with the Clinical Account Managers (CAM) team and Contract Management team to preserve and enhance customer contracts and relationships
• Monitor renewal metrics and KPIs to identify trends and areas for improvement, protect Annual Recurring Revenue (ARR), and provide regular reports to management
• Engage customers in conversations to understand budgets, key stakeholders, approval processes and timelines. Understand customer needs and demonstrate account management capabilities to bring renewal to closure. 
• Be responsible for managing contract renewal, quote to close process for all renewals, with corresponding customer communications encompassing co-terming, upselling and multi-year options related to subscription renewals, 90 days in advance. 
• Communicate and effectively partner with Deal Desk, Sales Operations, Legal, Finance and Sales Management to navigate complex customer requests to bring renewals to closure. 
• Drive on-time and accurate Renewal Forecasting
• Build renewal management process, and leverages renewals dashboard to manage renewal opportunities in SFDC
• Manage and maintain the accurate product pricing for each account 
• Manage and lead customer offboarding process

Required Qualifications

• Minimum of 4+ years of experience in software/subscription renewal operation - experience in SaaS environments a plus
• 3+ years of proven experience build internal processes to meet business needs, and ability to identify areas of process improvement and efficiency 
• Knowledge of Microsoft Excel and prior touch points with modeling and data analysis is crucial in performing the role optimally 
• Contract redlining experience is influential to the success of this role 
• Proficiency with SFDC, CPQ, Microsoft Office Suite is preferred 
• Sophisticated communication style engaging with cross-functional teams and leadership 
• Motivation, goal orientation, and ability to deliver as well as internalize feedback 
• Ability to balance contending priorities across multiple deals simultaneously 
• Ability to withstand frequent pressure as a result of a demanding workload while maintaining a positive demeanor 
• Comfortability in a fast-paced, high-volume environment 
• A high degree of honesty and integrity while maintaining the confidentiality 
• Curiosity about knowledge of our products, company goals, and how the Renewal and Add-On business intersect with them
• Excellent organizational and time-management skills 
• Smart, bold but humble attitude and continuous improvement approach to align with Ceribell’s values