Customer Success Manager - Digital
About The Position
The Customer Success Manager (Digital) will have a strong mind for handling client needs, as well as a deep understanding of how to use digital tools to achieve customer satisfaction at scale. The individual in this role will be responsible for managing and retaining a large portfolio of customers, contributing to driving network engagement and filling gaps with new & existing customer geographies by providing agnostic engagement bandwidth to facilitate partner onboarding with a focus on platform adoption. This role requires someone with a creative and strategic mindset, who is customer and team-oriented and has the ability to thrive in a high growth and fast-paced company environment.
Requirements
- 3+ years of professional work experience suggested
- 2-4 years of customer success or related work experience preferred
- Experience managing revenue and an ability to learn new technologies
- Experience in process development and resource creation/ management
- Analytical ability to leverage data to drive creative decisions and recommendations.
Responsibilities
- Manage a high-volume, tech-touch book of business using a “one-to-many” approach
- Deliver best practices for workflows and onboarding strategies, based on specific network use cases, innovative engagement approaches, and an understanding of related tools
- Segment your book of business and develop strategic plans that deliver customer value at scale
- Proactively leverage a matrix account team to develop and manage sales pipeline and enhance customer relationships and value.
- Build and own targeted cadences to effectively drive maturity, and expansion across different customer segments and personas.
- Leverage Salesforce to create innovative workflows that automate key account engagement activities
- Understand the Product to teach customers how to use it & recommendations for additional products & services.
- Own a number - understand GRR & CSQL metrics & how they play into your Book of Business
- Be innovative & think outside the box when it comes to developing new models that drive user adoption
- Collaborate cross-functionally to create a seamless customer experience for your portfolio and identify upstream/ downstream inefficiencies
- Assist with the development of systems, programs and educational materials that will maximize the performance on all related program metrics
- Lead discussions around forecasting and pipeline status with internal stakeholders
Benefits
- Medical, Dental, and Vision
- Unlimited virtual mental health and acute medical visits
- Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription
- Flexible Time Off
- Volunteer days
- Mental health days
- 14 paid, company-wide holidays
- Paid Parental Leave
- Employee Resource Groups
- Tax-advantaged health savings accounts (HSAs)
- Flexible spending accounts (FSAs)
- Commuter benefits
- 401(k) + Employer Match
- Life and AD&D - a company paid benefit, with the option to purchase additional coverage for yourself and your dependents
- Disability Coverage
- Accident Insurance
- Pet Insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
