Customer Success Manager

Werner Electric Supply-posted 3 months ago

Full-time • Mid Level

Appleton, WI

Merchant Wholesalers, Durable Goods

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The Customer Success Manager is responsible for the management of Annual Recurring Revenue (ARR) strategy associated with designated service contracts within the Werner Electric Supply portfolio. The Customer Success Manager collaborates and consults with customers to ensure the customer is maximizing the value of their service contracts to achieve their desired business outcomes.

Develop a trusted advisor relationship with customers at the C-suite, executive, and leadership levels, driving success and ensuring they receive maximum value through their lifecycle.
Consistently achieve contract retention goals by reducing churn and contraction through early risk identification, intervention and escalation, and mitigation in partnership with the broader Werner team.
Demonstrate growth within existing accounts for both Annual Recurring Revenue (AAR) and general Werner Electric Supply business.
Develop and execute adoption strategies targeting high value accounts including onboarding, expansion, and renewal motions relevant to each account in portfolio.
Translate available customer data with a structured set of metrics/analytics to consistently communicate mutual key performance indicators with the customer to monitor risk, drive value-add activities, highlight new business opportunities and areas to improve our service.
Guide the customer and Werner team to develop customer Success Plans, including Business Reviews, Executive Business Reviews and strategic planning sessions at an appropriate cadence.
Drive customer expansion and upsell opportunities by leveraging customer data in conjunction with account managers.
Foster a cohesive team environment with sales, delivery and partner sales team members on behalf of the customer.
Collaborate with team members to ensure an optimal and consistent customer experience.
Lead team of Associate Customer Success Managers.

Maintain a valid driver's license.
3 years of related experience in a customer-facing customer success role.
Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
Experience with Annual Recurring Revenue (ARR) and ability to communicate the value.
Demonstrated consultative selling offering solutions to meet customer business outcomes.
Bachelor's Degree in related field.

Experience with SaaS business models and ability to support strategic and complex customer needs.
Experience using Success Plans to ensure goals are aligned and success metrics are identified.
Experience with customer success management and customer relationship management software and tools.

Medical, Dental, and Vision Insurance
Short & Long-Term Disability Insurance
Life and AD&D Insurance
401(k) Retirement Plan with company match
Paid holidays, vacation, personal, and sick days
Pet Insurance
Identity Theft Protection
Accident Insurance & Critical Illness Coverage
Tuition Reimbursement
Annual bonuses and merit increases based on performance
Employee Assistance Program (EAP)
Wellness Programs
Employee Resource Groups (ERG)
Career Development & Leadership Training
Paid Parental Leave

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