Customer Success Manager

Red Points•Salt Lake City, UT

11d

About The Position

As our Customer Success Manager, you will be in constant interaction with our clients to provide the best customer experience and, of course, maintain our current churn rate (which is really low!). We are looking for a Customer Success Manager to help us strategically guide our customers to maximize the value from our product and enable them to achieve their business goals protecting their online revenues. You will leverage your experience and passion in relationship management, creative problem solving, and Customer Success to drive business outcomes for your customers while being responsible for best-in-class user adoption, revenue retention & growth, and customer advocacy. Outcomes are driven: you will own and manage a renewal book of business of customers and, as their strategic advisor, you will guide them to success on their journey with Red Points

Requirements

Exceptional ability to build and maintain strong trusted relationships with customers, from end-users through to executive sponsors, navigating large, complex organizations to elevate the perception of Red Points from a “vendor” to “partner”, ensuring they have a consistent, best-in-class experience in every interaction with Red Points.
Commercially savvy and extremely efficient at spotting, nurturing, and closing growth opportunities with your book of existing customers.
Impeccable at engaging with customers during onsite and virtual quarterly business reviews, where you influence through performance metrics and strategic discussions on their achievement of business goals.
A team player with a positive attitude, strong interpersonal skills, and the ability to multitask
Ability to thrive in an environment of ambiguity, and an ability to frequently switch gears with ease
Organized and able to work under pressure - you are comfortable working in a fast-paced environment, can juggle multiple tasks at the same time, can ensure that important but non-urgent matters are given sufficient priority
Extremely perceptive and highly emotionally intelligent, making you agile in adapting your executive presence and approach to any audience
Ability to become a product expert — you can articulate the vision of the product, and you can give an effective demo. Be the ultimate storyteller in showcasing the compelling impact on your customers' business made possible by their use of Red Points
High level of drive for execution and desire to be the best
Bachelor’s degree in Law, Business, Finance, IT, or a relevant discipline
3-4 years of customer management experience, professional services (onboarding and implementation), or customer-facing roles, preferably within a SaaS technology organization
Experience managing a book of business with a record of successful forecasting & quota attainment. Commitment to results - consistently have achieved results, demonstrating high performance, and challenging self and others to deliver results
Expert in negotiation: experience managing upsells and spotting new growth opportunities for expansion. Track record of commercial achievements.
Strong communication, presentation, and active listening skills. You are a clear, confident, and compelling communicator — in writing, in conversation, and in front of an audience
Data and technology literate - you are comfortable working with, manipulating, and interpreting data sets. You’re comfortable understanding technical issues, and being able to communicate with technical people both internally and externally
Experience with Gainsight and Salesforce.com is a plus

Nice To Haves

Prior experience in a similar role with a software solution
Background in Intellectual Property Law (studying or working)
An equivalent combination of education and experience

Responsibilities

Driving adoption: you will actively monitor account adoption throughout the length of the relationship, and ensure high uptake of Red Points products by analyzing data/metrics/industry trends, and intervening with adoption strategies that showcase how customers can enhance their workflows and better use our products to derive further value
Renewals: you will lead the renewal negotiation process directly with customers (up to the C-Suite level) from requirements gathering to the finalization of agreements, and actively work on at-risk accounts by collaborating with internal teams to mitigate churn
Growing accounts: you will identify and drive expansion and growth opportunities as you guide customers through success milestones and you will help strategize and execute plans to earn additional spend from the customer
Advocacy: you will advocate for product features and improvements as the voice of the customer and work cross-functionally with internal product teams to champion change
Domain knowledge: you will develop a high level of knowledge and understanding of IP & Brand protection by keeping up with industry news, trends, and best practices

Benefits

100% employer-paid Medical (most plans), Dental, and Vision insurance plans
Complimentary One Medical membership
Complimentary TalkSpace membership for online mental health therapy
Complimentary Peloton App membership
Access to Kindbody, a gynecology, fertility, and family planning benefit
Employer matching of your 401(k) contributions
Paid parking in a beautiful WeWork location
Paid Parental Leave for primary and secondary caregivers
Our leaders care and value the role you play in the company’s success
A learning culture with individualized development plans that focus on personal and professional growth
A fun and fast-paced startup environment with cool people and team building events
Flexible work environment to promote work/life balance
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
At Red Points, we believe real success starts and ends with hiring the very best people, empowering those people to get the job done, and making sure our people have a whole lot of fun along the way.