Customer Success Manager

MCIM by Fulcrum Collaborations•Glen Allen, VA

57d

About The Position

The Customer Success Manager will be responsible for renewals, strategic account planning, and leading quarterly business reviews, while working independently and in collaborations with Account Executives to align on upsell opportunities. The ideal candidate will have a strong background in customer relationship management, have a proactive approach to ensuring customer success, and a deep understanding of SaaS products.

Requirements

1-4 years of proven experience in customer success, account management, or a related customer-facing role in a SaaS environment.
Strong relationship management skills with the ability to influence stakeholders at all levels.
Demonstrated success in managing renewals and expanding customer relationships.
Excellent communication and presentation skills, with a talent for simplifying complex technical concepts.
Analytical mindset with the ability to interpret data and translate insights into actionable strategies.
Excellent communication and interpersonal skills.
Ability to think strategically and execute effectively.
Experience with customer success software and tools, including Salesforce, Hubspot, Gainsight, Churnzero.
Strong analytical and problem-solving abilities.
Ability to specify technical changes/needs to technical teams.
Willingness to travel (up to 10%)

Nice To Haves

Familiarity with data center solutions, cloud platforms, or B2B Enterprise SaaS products is a plus.

Responsibilities

Serve as the main point of contact for assigned accounts, managing relationships to ensure client satisfaction and long-term retention.
Lead customer training, and adoption initiatives to ensure seamless integration and success with our products.
Conduct regular check-ins and quarterly business reviews (QBRs) to review progress toward customer goals and ensure alignment with business objectives.
Proactively manage the renewal process, negotiating contract terms and ensuring timely renewals.
Monitor customer health and usage metrics to identify potential issues and opportunities for improvement.
Identify opportunities for additional licensing, platform expansions, and upsell.
Serve as the customer advocate, relaying feedback and improvement suggestions to internal teams.
Develop customer success plans and strategies to drive product adoption and overall customer satisfaction.
Other duties as assigned.

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