Customer Success Manager

Job Description

The Customer Success Manager will be responsible for managing renewals and retention of an assigned set of accounts. The CSM is responsible for the post-sale experience inclusive of driving product adoption, processing up-sells, identifying cross-sells, and managing the renewal and any at-risk situations within their assigned accounts.

Location

Remote in the United States

Responsibilities

Drive the post-sales journey for assigned accounts, from, product adoption, expansion, advocacy, and ultimately renewal.

Manage a high-volume book of business of approximately 150 accounts, maintaining an accurate forecast and account status within SFDC. (Accounts between 25 - 75kARR)

Increase customer retention by conducting regular check-ins, and performing business reviews, where applicable.

Monitor account health indicators to identify churn risk and develop strategies for mitigation.

Manage At Risk situations and collaborate closely with other internal teams to support customer requests, issues, and feedback.

Present value of Revalize products with customers, effectively managing objections to mitigate churn.

Support customer nurture activities and campaigns in partnership with Marketing.

Identify additional opportunities to drive up-sells, cross-sells, and collaborate with Sales to deliver on account growth goals.

Qualifications:
Qualifications

2+ years of experience in Customer Success or Account Management or other customer-facing role.

Experience managing renewal and negotiation conversations.

Professional presence with ability to listen to, understand and present to customers.

Ability to understand customer’s business needs and how those connect back to product value.

Strong verbal and written communication skills with a passion for delivering an excellent customer experience.

Proactive problem solver with experience developing creative solutions for customers and the business.

Highly organized, collaborative, and detail-oriented.

Preferred skills and abilities

Successful track record managing customers with demonstrated strength in building relationships managing escalations, and ability to increase revenue.

2+ years of Technology / SaaS / Software experience a plus

Education and Travel

Bachelor's degree preferred

Limited travel

Additional Information

All your information will be kept confidential according to EEO guidelines. Qualified applicants will be asked to complete a 30-minute online assessment as a part of your application. The official working time zones are EST for US employees and CET for EMEA employees.