Strategic Customer Success Manager, Partner Alliances

Eptura•Atlanta, GA

38d

About The Position

As a Strategic Customer Success Manager, Partners, you will manage the Partner/Channel Alliances book of business to drive user adoption and customer retention. Your primary goals are to maximize growth and minimize gross churn. You’ll identify upsell opportunities, guide customers through module upgrades and training, and collaborate cross-functionally with the Partner/Channels teams. You’ll also serve as the first point of escalation, navigating difficult conversations with key stakeholder and manage at-risk partners/direct customers and suggest potential actions to get them back to health.

Requirements

Customer success is your priority: You define success by customer outcomes, long-term health, and reliable execution.
Customer-centric mindset: You’re passionate about delivering exceptional experiences.
Data-driven approach: You’re comfortable analyzing data and spotting patterns.
Adaptable and open to change: You embrace new processes and continuous improvement.
Tech-savvy and curious: You enjoy learning and understanding products from a user perspective.
Industry-aware: You follow trends and use insights to enhance conversations.
Metrics-focused: You understand key metrics like Gross Retention, Net Retention, NPS, and health scores.
Excel proficient: You can interpret and analyze data effectively.
Performance-oriented: You stay current on best practices to improve adoption, satisfaction, and revenue.
Experience with CS tools: Familiarity with Salesforce, ChurnZero, PlanHat, Totango, and/or Gainsight.
Customer Success expertise: Proven success managing a book of business and understanding CS as a discipline.
Results-driven mindset: Strong background in Customer Success or related Customer Experience functions.

Responsibilities

Own a portfolio of accounts: Understand growth drivers, identify opportunities, and manage risks across your book of business.
Achieve retention targets: Meet and exceed net retention and gross churn goals by quantifying customer business value and demonstrating ROI.
Build strong stakeholder relationships: Develop long-term partnerships and navigate challenging conversations with confidence.
Drive post-sale success: Lead onboarding, user adoption, and retention efforts to ensure overall account health.
Execute customer journey touchpoints: Deliver roadmap reviews and cadence communications, logging all activity in CRM systems.
Leverage health analytics: Use data to identify expansion opportunities, churn risks, and satisfaction drivers.
Proactively manage account risks: Collaborate with stakeholders to mitigate risks and maintain customer health.
Coordinate cross-functional support: Assemble internal teams to deliver recovery plans for distressed accounts.
Identify usage patterns: Spot trends to improve organizational adoption of company solutions.
Support renewals: Partner with renewal and account management teams as needed.
Contribute to customer marketing: Help build a library of success stories, testimonials, and reviews.
Participate in CS operations projects: Address gaps in the customer journey through strategic initiatives.
Support enablement initiatives: Provide feedback and assistance to the enablement team.
Maintain accurate records: Ensure forecasting and data integrity in Salesforce and CS tools.