Customer Success Manager

About the position

The 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 insightsoftware 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 insightsoftware’s 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
• Lead one or more special projects to enhance Customer Success goals and processes
• Participate in cross-functional reviews of product lines
• Train and mentor on-demand talent
• Other duties as assigned

Requirements

• Bachelor’s Degree, preferably in business or related field
• Salesforce experience
• 2+ years as a CSM in the software/SaaS space
• 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%

Nice-to-haves

• Working knowledge with reporting and analytics solution
• Experience that included resolution and escalation management
• Knowledge of financial services, banking or accounting concepts is a plus
• Strong written and verbal communication skills with the ability to present technical information and negotiate trade-offs with a variety of audiences
• Patience
• Readiness to contribute to discussions and steer the team to continuously improve, both technically and process-wise