Sr. Customer Success Manager

Our Sr. Customer Success Manager is responsible for developing strong relationships with customers by serving as a trusted advisor and advocate. You will proactively engage with our customers to ensure they realize value from our products and solutions, leading to both revenue retention and new revenue opportunities. You will also liaise between our customers and cross-functional internal teams, ensuring the timely and successful delivery of our solutions according to customer needs and improving the entire customer experience. Our ideal candidate is able to identify needs, communicate effectively, and ultimately exceed client expectations.

Responsibilities:

• Develop trusted advisor relationships with assigned customers, advocating on their behalf with internal functional partners as needed
• Drive product adoption and usage of our software products and solutions to retain and grow revenue
• Craft effective strategies for customer retention and negotiate and secure renewal agreements and cross-sell contracts
• Create and deliver customer business reviews and prepare reports on account status as needed
• Forecast and track key account metrics (e.g. quarterly retention and growth results and annual forecasts) and clearly communicate progress to internal stakeholders
• Manage customer relationships and escalations, including high severity requests, with a focus on solving business problems and creating value through our software solutions
• Drive a seamless customer experience by working cross-functionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutions

Other duties as assigned

Skills & Requirements

Skills & Other Requirements

Competencies:

• To perform the job successfully, an individual should demonstrate the following competencies:
• Work Ethic-operate in a fast-paced environment with a focus on achieving results
• Engaging Presence- quickly establish rapport and build relationships with partners and communicate successfully with clients
• Teamwork-work cross-functionally to achieve team and individual goals
• Communication-communicate effectively with customers and internal cross-functional partners, creating promoters at every touch point

Qualifications

• Bachelor's Degree, preferably in business or related field
• At least two years of experience in a customer success or account management role, preferably within a software or technology company
• Experience improving customer experience and driving increased customer retention and growth
• Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive
• High level of agility and ability to manage change
• Ability to work proactively and constructively in a fast-paced, collaborative, matrixed team environment
• Ability to travel up to 20%