Customer Success Manager

ABOUT THE ROLE

We are looking for an ambitious and energetic Customer Success Manager to become a founding member of our global success team. This role will be responsible for driving retention of our customers and will focus on deepening the relationships with them, enabling us to find opportunities to serve our clients better.

Role Responsibilities

• Take a customer from 'sold' to 'we love vFairs' by empowering them to see potential in using vFairs every day for all of their company’s virtual event needs
  
• Gain a thorough understanding of the history of key accounts, the problems we solve for them, and their motivations to choose our platform
  
• Measure satisfaction levels after every virtual event we conduct for key accounts through CSAT/NPS surveys.
  
• Listen and seek feedback from customers so that we may cycle that as actionable insights for product and project management teams
  
• Ensure a high percentage of retention and low logo/revenue churn
  
• Update and document all activities (calls, emails, notes, meetings) for key accounts in the CRM, track activities for future reference & create a schedule for future touchpoints.
  
• Remove purchase barriers, taking into account local specificities, lifecycle moments, and customer profiles to increase service quality and nurture relationships with our customers.
  
• Capture social proof through video testimonials and third-party reviews
  
• Identify potential expansion opportunities and partner closely with the Project Management team and Customer Success Management to close them
  
• Partner closely with our Tech, Sales, and Project Management teams to ensure an exceptional customer experience that leads to retention, renewals, and expansion
  
• Assist with onboarding and continuous adoption and usage by leading demos for various use cases, while consistently connecting their challenges and goals with our values
  
• Negotiate, prepare and renew multi-year contracts, achieving and exceeding target renewal and expansion goals
  

Key Requirements

• Proven working experience in a quota-carrying customer success role or a relevant role
  
• Excellent proficiency in English
  
• Excellent communication and negotiation skills
  
• Experience with any mainstream CRM (HubSpot and Gainsight is preferred)
  
• Experience with MS Office
  
• Proficiency in developing reports, analysis, and insights
  
• Ability to build rapport and collaborate with cross-functional departments
  
• Must be available for potential travel to events