Customer Success Manager

SPOTIO•Addison, TX

4h•Hybrid

About The Position

The primary purpose of the Customer Success Manager role at SPOTIO is to ensure customers are achieving their desired outcomes and helping them derive value from the platform. The Customer Success Manager's responsibilities include understanding customer pain points, providing them with the appropriate solutions, assisting with technical support and training, and guiding them in maximizing the software's utilization based on the customer's business needs. By focusing on customer satisfaction and education, contributing to customer retention and the continued usage of SPOTIO's services.

Requirements

3+ years of experience in customer success, account management, or a related field
Bachelor's degree in business administration, marketing, communication, or a related field.
Excellent communication skills, both verbal and written, with the ability to articulate complex ideas clearly and concisely.
Demonstrated ability to understand customer needs and develop creative solutions to address them.
Strong analytical skills with experience in data analysis and interpretation.
Ability to thrive in a fast-paced environment and adapt to changing priorities.
Live Dallas, Texas in order to commute to our office and commit to hybrid work on Tuesday and Wednesday

Nice To Haves

Proficiency in CRM software (e.g., Salesforce, Catalyst) and other comparable tools for managing customer relationships and analyzing data.
Strong leadership skills with experience managing teams or leading cross-functional initiatives.
Deep understanding of the field sales landscape, including competitors, market trends, and customer challenges.
Certifications in customer success, project management, or related fields are a plus.

Responsibilities

Maintain a 98% customer retention rate
Proactively manage at-risk accounts to mitigate early-term and non-renewal churn.
Churn should never be a surprise - leverage asking the Hard Questions regularly to keep correct status & sentiment for your account base
Identify and understand key churn indicators, taking preemptive action when necessary.
Execute internal renewal process
Identify upsell/expansion opportunities
Understand & manage key expansion indicators
Manage appropriate cadence call expectations & executive business review (ERB) expectations
Maintain a regular EBR schedule - attended by customer decision makers
Manage and engage at risk customers
Understand & manage key account health indicators
Review core features for value drivers & non use
Use adoption information for customer syncs
Complete regular account health checks on customer base
Customer Success team members are expected to be product experts
Understand the product functionality and applicable customer use cases
Lead Trainings for all customer role types as needed
Updating Catalyst to ensure our system of record is current
Maintain task management and note keeping on all customer accounts & playbooks
Maintain data integrity for Catalyst on all customer reporting fields
Ensure processes that are in need of updating or creating are completed