Associate Customer Success Manager
About The Position
As a Customer Success Manager (CSM), you will be partnering with DX's customers to drive engineering transformation using our platform. In this role, you'll be managing an important segment of our customers through implementation and rollout and the eventual renewal. Along the way, you'll be focused on driving their success with the program, helping ensure product utilization, business alignment, and that DX is always supporting high-value use cases at the company. You will join a team of collaborative CSMs and reporting to our Manager of SMB Customer Success. Everyone on the team is here to do more than just be a great CSM. We're all working together to build an exceptional customer success function and a generational business, and everyone is extremely close to-and has influence over-important decision-making at the company. This is a special opportunity for the right person. At DX, the challenge isn't firefighting or dealing with a buggy product. Our challenge is partnering with customers to ensure DX drives real change and positive impact at their company. Every CSM will have a great supporting cast, allowing you to focus on being proactive and strategic rather than reactive.
Requirements
- Partnering with customers to drive engineering transformation using our platform
- Managing a segment of customers through implementation, rollout, and renewal
- Driving customer success with the program, ensuring product utilization, business alignment, and supporting high-value use cases
- Collaborating with a team of CSMs
- Reporting to the Manager of SMB Customer Success
- Focusing on being proactive and strategic rather than reactive
Responsibilities
- Become a product expert and a master of our customer success process
- Own the full customer lifecycle, from implementation, to driving program success (utilization, business alignment, use case development and fulfillment) and running the renewal
- Create and maintain a customer success plan, tracking success initiatives
- Meet targets for net renewal and customer expansion, accurately forecast renewals and track their progress
- Identify and resolve potential renewal challenges to ensure a high renewal rate
- Establish DX as a key strategic driver of our prospect's business goals, leading them to integrate DX insights into their company workflows
- Arrange and conduct Executive and C-level services-related discussions according to the account strategy
- Discover opportunities for expansion and growth within accounts by identifying potential use cases where DX can support
- Collaborate closely with all functions of the business to ensure our customers are successful
- Proactively track and report key account metrics to measure success and identify areas for improvement
Benefits
- Health and wellbeing resources
- Paid volunteer days
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
