Strategic Customer Success Manager

Alchemer•Louisville, CO

About The Position

Alchemer is a powerful survey and data insights platform that empowers business professionals to make informed decisions. As a SaaS application software, it offers user-friendly data collection tools for understanding customers, markets, and employees in real time and communicating this information across an organization. It provides data insights in over 100 countries, with 50K new surveys created and 5M responses collected every week. Alchemer has tremendous opportunity to continue this growth, based on current market size and the potential for more sophisticated product positioning and a robust sales and marketing engine. As a Strategic Customer Success Manager, you will serve as a key strategic advisor, deeply involved in guiding customers to unlock the full potential of our solutions. By fostering long-term partnerships, you will ensure their ongoing success and growth, positioning yourself as a proactive, trusted business partner.

Requirements

4+ years in a strategic Account Management or Customer Success role, with a demonstrated ability to elevate customer satisfaction, increase adoption, and retain customers over the long term.
Strong understanding of CX management or business process automation, with experience leveraging tools like Qualtrics, Medallia, SurveyMonkey, or similar platforms to drive customer success.
Experience working with operational and workflow optimization tools, especially in environments that involve both internal and external customer feedback systems.
Proven ability to act as a trusted advisor to high-value customers, solving complex business problems, identifying root causes, and delivering tailored solutions.
A track record of consistently meeting or exceeding renewal quotas, along with expertise in driving upsell opportunities and supporting sales efforts within an established customer base.
Expertise in managing multiple strategic projects simultaneously, with a focus on achieving key outcomes while maintaining exceptional attention to detail.
Ability to deliver high-impact presentations communicating our solutions' value to customers clearly and compellingly.
You thrive in a dynamic environment, where you'll be empowered to help shape processes and initiatives in a fast-growing, evolving organization.

Responsibilities

Manage and nurture relationships with a portfolio of 50+ Alchemer customers, serving as their go-to advisor throughout their entire lifecycle - from onboarding to driving measurable value that ensures renewals and expansion.
Own the renewals process with a proactive approach, guiding customers through contract updates, pricing discussions, and renewal negotiations. Accurately forecast renewal bookings and ensure seamless contract renewals year over year.
Leverage Salesforce to maintain comprehensive customer data, ensuring insights are available to drive strategic decisions and strengthen customer relationships.
Act as a consultant by identifying opportunities for customers to enhance their use of our platform, sharing best practices and insights that drive adoption, efficiency, and positive business outcomes across their organization.
Establish deep, strategic relationships with customers by positioning yourself as a valuable partner who understands their unique needs, challenges, and opportunities. Provide ongoing strategic counsel to ensure sustained value from our solutions.
Drive a high customer retention rate by identifying upsell and cross-sell opportunities, collaborating with the sales team to close new business within existing accounts, and expanding the reach of our products.