Customer Success Manager

Alchemer•Louisville, CO

About The Position

The Customer Success Manager supports a subset of Alchemer customers throughout the customer lifecycle, from onboarding and value building through renewals. The role owns renewals, maintains customer health insights, and develops practices that improve product use, adoption, governance, business impact, and customer satisfaction. It also serves as a trusted strategic advisor to customers, helping them improve workflows and customer experiences, manage change, and expand Alchemer’s solutions across their organizations. The position partners with Sales on expansion opportunities, delivers program and executive business reviews, forecasts renewal bookings, and works to sustain customer retention while identifying opportunities to sell additional products. Compensation includes an annual base salary of $70,000 and annual commission potential of up to $30,000.

Requirements

At least 2 years of experience in Account Management, Customer Success, or an equivalent customer-facing role with a history of increasing customer satisfaction, adoption, and retention.
Experience working with teams at Fortune 1000 customers, consultatively identifying customer problems, investigating root causes, and developing solutions tied to customers’ business cases.
A track record of meeting or exceeding quota through upselling and customer renewals.
Ability to manage multiple projects simultaneously while maintaining strict attention to detail.
Outstanding presentation skills to represent the solution with energy and depth.
Must be legally authorized to work in the United States and not require immigration sponsorship now or in the future.

Nice To Haves

Domain knowledge in customer experience or business process automation.
Strong operations, workflow, and/or internal and external customer survey tools experience.

Responsibilities

Maintain, nurture, and support a subset of customers through onboarding, value building, and renewals.
Own the renewal cycle, including informing customers about contract status, guiding them through renewals and pricing, supporting new-user onboarding, and forecasting renewal bookings.
Maintain a customer health dashboard covering utilization, adoption, program governance, business impact, and customer satisfaction.
Develop customer best practices that improve health measurements and encourage adoption of Alchemer products across customers’ businesses.
Build trusted strategic-advisor relationships and create customized customer programs that deliver value throughout the partnership.
Identify workflow and customer experience improvements, advise on change management, and expand programs to broader stakeholder groups.
Plan and deliver program and executive business reviews.
Support customer satisfaction and retention while maximizing opportunities to sell new products to existing customers.
Identify and support expansion opportunities in partnership with Sales.