Customer Success Manager (USA Remote)

Turnitin•Dallas, TX

2d•$69,930 - $116,550•Remote

About The Position

Customer Success Manager: Manages a portfolio of complex clients, handling contract renewals, complex escalations, and account growth. Builds strong relationships with decision-makers to scale accounts. Mentors and supports team members. Ensures customers get the most value from solutions, retaining them and growing usage and adoption.

Requirements

3 plus years of related work experience
Tii Elements: Relationship Building
Tii Elements: Curiosity
Tii Elements: Accountability
Tii Elements: Educator

Responsibilities

Manages a portfolio of complex/larger value key accounts, ensuring client success and satisfaction.
Partners closely with customers to understand their pain points, business needs, and objectives, and to sell the value of Tii products.
Provides robust expert support and advice about Tii products, features, and opportunities, enabling client accounts to grow.
Collaborates to ensure clients renew with an appropriate price uplift and preferably with upsell opportunities.
Effectively communicates the value proposition of Tii products and services to clients.
Works with all members of the GTM team to analyze client data, identify growth opportunities, and prepare plans to address issues and realize growth opportunities.
Passes proactive feedback about products/features/problems from clients to internal stakeholders, representing the voice of the client.
Works with all members of the GTM team to ensure Tii are building and maintaining strong, long-lasting customer relationships.
Executes a strategic plan to expand the customer base from within the existing accounts managed.
Liaises closely with Sales/T&I Teams to take a hand-over on key accounts, ensuring a seamless service experience for the client.
Works closely with Marketing regarding the communication and lead generation events required in the market/area.
Ensures that all internal systems, processes, and ways of working are fully completed timely and diligently, in line with company standards.
Communicates effectively between the Client/Customer and Product teams, and documents Client/customer requests appropriately.
Strong team player, Coaches, advises, and supports Sales team members, acting as a mentor or a buddy to other members of the team.
Tracks own performance, provides general data and reports, and updates as required.
Generates referral leads for the Sales team through customer networks and relationship building.
Actively progresses own personal development.