Mid-Market, Customer Success Manager

DeleteMe

2d•Remote

About The Position

As a Customer Success Manager you will act as the voice of the customer and work with customers as a strategic business partner to help them optimize their account around DeleteMeâs product offering. Customer Success Managers strive to understand how DeleteMe customers use our product and what additional product features will benefit our customer base. Success Managers help drive the retention experience for our customers and strategize on optimizing the entire customer lifecycle. A critical stakeholder for client success, Success Managers will be involved in project management, account management, customer retention, product/feature deployments, customer feedback loops, customer growth opportunities, and more.

Requirements

Minimum of 2 - 5 years of experience working as a Customer Success Manager, Onboarding Manager, or Account Manager
Experience working in a fast-paced SaaS environment.
Experience developing deep client relationships to understand client needs and helping to optimize the customer experience.
Proven experience in measurable churn mitigation and driving higher renewal rates.
Demonstrated ability to increase product adoption and net retention, leading to improved customer health scores.
Experience working cross-functionally with sales, marketing, product, and support teams to drive positive customer outcomes.
Experience with project management principles and how to effectively manage stakeholder expectations.
A deep understanding of the physical/cybersecurity or threat intelligence or landscape(s).
Positive and collaborative approach to problem solving.
Excellent critical thinking and problem solving abilities.
Excellent written and verbal communication abilities.
Ability to effectively lead projects and manage stakeholder relationships.

Responsibilities

Achieve high client retention and renewal rates, partnering with Sales to optimize net renewal rates.
Proactively identify risk mitigation strategies to reduce client churn and contraction.
Understand DeleteMe customerâs business needs and opportunities for growth with existing customers
Act as a product expert and evangelist for DeleteMeâs customers and customer evangelist with internal DeleteMe stakeholders (Voice of the Customer)
Work cross-functionally with a variety of departments on projects to enhance the product and customer experience
Develop and implement best practices for client engagements to deliver continuous value.
Lead Executive Business Reviews (EBRs) for high-value customers to demonstrate realized product value and strategic roadmap."
Help create a referenceable pipeline of customers to highlight and elevate the DeleteMe brand and overall brand awareness throughout the privacy industry
Create customer advocates within your book of business and help drive the new business pipeline with referral customers.