Customer Success Manager, Mid-Market
About The Position
Establish a trusted advisor relationship that works to ensure we are meeting and/or exceeding customer's expectation with our product Maintain high customer satisfaction ratings, per company standards Prioritizing and driving resolution on escalated customer issues - You are the Quarterback Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention and growing revenue In-depth understanding of clients and their business needs/goals allowing you to identify and develop upsell opportunities, and preserve recurring revenue Recommend appropriate service and pricing structure and generate proposals and contracts Developing success plans for customers that outline their critical success and growth factors Works successfully with all levels of the organization internally and partners externally Manage the orchestration of dynamic and/or mission critical projects involving multiple internal and external stakeholders over extended time periods Lead Executive Business Reviews for top accounts Facilitate on-site client engagements on an as needed basis
Requirements
- B.A. or B.S. degree preferred or equivalent experience
- 2+ years of related experience
- Comprehensive understanding of pipeline revenue, forecasted revenue, and sales cycle revenue management with the ability to meet deadlines
- Proven ability to drive continuous value of products
- Experience upselling to existing customers
- Proven interpersonal management skills and exceptional business acumen
- Attention to detail, strong organizational skills, and an absolute focus on quality of work
Nice To Haves
- Previous SaaS experience is a plus
Responsibilities
- Establish a trusted advisor relationship
- Maintain high customer satisfaction ratings
- Prioritizing and driving resolution on escalated customer issues
- Own overall relationship with assigned clients
- Increasing adoption, ensuring retention and growing revenue
- Identify and develop upsell opportunities, and preserve recurring revenue
- Recommend appropriate service and pricing structure and generate proposals and contracts
- Developing success plans for customers
- Works successfully with all levels of the organization internally and partners externally
- Manage the orchestration of dynamic and/or mission critical projects
- Lead Executive Business Reviews for top accounts
- Facilitate on-site client engagements on an as needed basis
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
