Customer Success Manager, Senior

One10•Ohio Remote, OH

2d•Remote

About The Position

The Customer Success Manager, Senior (CSMS) is the key customer-facing role of the organization. Each CSMS is responsible for their own portfolio of customers, with the overarching goal of driving customer value and ensuring comprehensive customer success. The CSMS manages the largest and most complex enterprise customers due to experience and expertise.

Requirements

Bachelor’s degree in business/Marketing or related discipline
6+ years marketing, sales, business operations, account management or related experience
Flexibility to travel (e.g., customer meetings) as needed.
Experience and success interfacing directly with the customer without supervision
Proven ability to work cross functionally and collaborate with others.
Excellent interpersonal, presentation and communication skills
Strong organizational and time management skills
High attention to detail
Proven proficiency in MS Word, Excel, PowerPoint and project management software tools
Reliable home-office internet service

Nice To Haves

Experience in designing/operating incentive and recognition programs, or in marketing services, preferred.
Demonstrated knowledge of a specific customer or a specific customer’s business/industry preferred

Responsibilities

Support and own the day-to-day customer relationship; being the point person for both internal and for customer teams.
Demonstrate a thorough understanding of program requirements for each customer in portfolio. Ensure that all relevant customer feedback is documented and shared with internal product teams as the process is defined.
Work closely with product and digital teams to provide feedback in product development for roadmap vision and quality assurance that aligns to customer needs.
Define and deliver individual customer business objectives, success metrics, value, and ROI at launch and on an ongoing basis.
Review metrics, align strategies and demonstrate value and ROI to customers at regularly scheduled review meetings.
Clear understanding of the overall platform functionality to effectively solution for customer promotions and initiatives. Educate and inform customers of product enhancements and changes as needed.
Anticipate potential problems or issues customers may have and work to prevent and/or correct as soon as possible. Escalate/flag as needed.
Encourage customer advocacy by documenting success stories and producing case studies. Encourage joining advisory and focus groups as appropriate.
Work with internal team to ensure customers are set up for success upon launch of the platform.
Deliver programs/projects/campaigns on time and in budget that meet or exceed customer expectations.
Drive the renewal and new project SOW process. Retain and grow customer revenue by exploring and solidifying new opportunities.
Review draft invoices and maintain overall accountability for accurate and timely invoice delivery to the customer.
Lead Customer Success initiatives as needed.
Mentor and train new CSM’s into their new role.
Assist in defining best practices in all areas of the CSM role. Serve as a “Subject Matter Expert” (SME) for internal teams and for other CSM’s.