Customer Success Manager

Eptura•Atlanta, GA

34d

About The Position

As a Customer Success Manager at Eptura, you will be responsible for managing a book of business, driving user adoption, and ensuring customer retention. Your primary goals will be to maximize customer growth and minimize churn by building strong relationships, identifying upsell opportunities, and guiding customers through their journey with our products.

Requirements

You are a customer-obsessed professional who defines success by your customers’ ability to realize value from the products they use. You’re passionate about delivering exceptional experiences and building long-term, trusted relationships.
You bring a strong understanding of Customer Success as both a discipline and a strategic function, with proven experience managing a book of business.
You’re data-savvy and comfortable identifying trends and patterns to inform customer strategies and drive outcomes.
You thrive in dynamic environments, embrace change, and are eager to adopt new processes and tools that improve the customer journey.
You’re a continuous learner who enjoys understanding technology from the user’s perspective and applying that knowledge to help customers succeed.
You stay current on industry trends and use that insight to elevate customer conversations and strategies.
You’re familiar with leading Customer Success platforms and CRM tools such as Salesforce, ChurnZero, Planhat, or Gainsight.
You understand key Customer Success metrics like Gross Retention, Net Retention, CSAT, and health scores—and know how to influence them.
You’re results-driven, with a background in Customer Success, Account Management, or other customer-facing roles focused on retention, adoption, and growth.

Responsibilities

Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks.
Meet and exceed net retention and gross churn targets for assigned accounts.
Help customers translate their business use cases into company solutions.
Manage customer stakeholders effectively and build long lasting relationships to leverage during difficult times.
Act as the primary post-sale customer contact to guarantee successful onboarding, user adoption, and retention, i.e own the overall success of the account.
Deliver all identified touches in the customer journey, including regular cadence success planning, and overall cadence.
Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value.
Understand cancellations and document reasons.
Effectively assemble and leverage internal cross-functional teams to deliver back-to-health plans for distressed customers including Professional Services, Support, Account Executives, and Renewals, as well as customer stakeholders and business partners.
Identify patterns pre-emptively to improve the organizational usage and adoption of company solutions.
Assist the renewal and account management teams in all renewal activities as needed.
Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, success stories, and online reviews.
Contribute as necessary to the success of CS operations projects that are address gaps within the customer journey.
Provide feedback and support to the enablement team in their new initiatives, as necessary
Maintain updated records and forecasting accuracy in all systems (Salesforce and CS management tool).