Customer Success Manager - 986, 988

Lightcast

43d

About The Position

The Customer Success Manager (CSM) will develop customer relationships that promote retention and loyalty. They will work closely with internal and external customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. The CSM will play a critical role in ensuring our customers achieve their desired outcomes, are satisfied with our products and services, and ultimately realize the value they expect from their investment.

Requirements

• 4+ years in Customer Success, Account Management, or similar role, that includes customer retention, growth, adoption, and issue resolution.
• Customer management experience in a software, data, or SaaS environment preferred.
• Sales/selling methodology and techniques
• Demonstrated ability to engage in positive relationships to collaborate across multiple company functions (Sales, Services, Marketing, Product, etc.).
• Consistent track record to collaborate and build positive relationships with customers, including the executive level.
• History of presenting compelling presentations to executive-level customers, contacts, and internal stakeholders.
• Extensive experience analyzing data and being able to make meaningful deductions from the data.

Nice To Haves

• Bachelor’s degree preferred

Responsibilities

• Customer Onboarding: Guide new customers through onboarding, ensuring they understand the product/service and how to use it effectively.
• Relationship Management: Build strong, long-lasting customer relationships through regular communication and proactive support with clients from end-users to C-Suite.
• Customer Retention: Monitor customer health metrics, identify at-risk accounts, and implement retention strategies.
• Success Planning: Develop and execute customer success plans to ensure customers achieve their goals and objectives.
• Advocacy: Act as the voice of the customer within the company, providing feedback to internal teams to improve products, services, and customer experiences.
• Upselling and Renewals: Identify opportunities for upselling and work with sales to drive renewals.
• Issue Resolution: Address and resolve customer issues and concerns in a timely and effective manner.
• Training and Support: Provide training, resources, and support to help customers maximize the value of our products/services.
• Metrics and Reporting: Track and report on key customer success metrics, including customer satisfaction, retention, and product usage.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees