Sr. Customer Success Manager

Sr. Customer Success Managers demonstrate cross-functional leadership and client consulting experience. They will manage large and complex clients and subjections, become a trusted advisor to their clients, and will use data and their knowledge of relationship management to retain and grow our largest accounts.

Key Metrics

1. Net revenue retention 

Activities

1. Drive lead delivery and campaign success cross-functionally.
2. Analyze, report on, and recommend strategies to improve lead generation conversion funnel to achieve client delivery goals.
3. Grow the business: Identify upsell and cross sell opportunities based, contribute to the development of additional business by identifying and creating success case studies to be used by sales and marketing teams.
4. Secure renewals: monitor subscriptions for renewal risks and opportunities. Develop strategies for mitigating renewal risk, negotiate, and secure ROI-generating renewals.

Required Skills to Achieve Goals

1. Strategic business consulting: scoping and leading large and complex projects, creating data-driven strategies for change, and influencing clients.
2. Decision Making: weighing opportunity costs and tradeoffs, considering second and third order effects, seeking and collecting stakeholder feedback, and communicating decisions made to get buy-in.
3. Data Analysis: interpreting and manipulating basic to semi-complex data sets (like a conversion funnel) to identify trends, create potential strategies, and tell stories.
4. Account management: upselling, owning renewals, and using client relationships to generate net new business.

Required Work Experience:

1. At least 5 years as a business consultant or customer success manager managing large and strategic accounts.
2. At least 5 years interpreting data to generate insights, and create customer-facing data-driven stories, strategies, and recommendations.
3. At least 3 years managing renewals of large and complex accounts with a demonstrated record of hitting combined renewal and growth targets.  
4. Familiarity with lead generation, digital marketing, lead conversion

Required Technology Familiarity:

1. Salesforce, Tableau, or other CRM and BI tools.
2. Ability to manipulate and interpret data in Excel.
3. Google suites - Google sheets, slides, gmail, calendaring.