The Customer Success Manager (CSM) is responsible for driving customer on-boarding, growth, adoption and success implementing at the company
This individual must be comfortable consulting with a variety of mid-size and enterprise customers from a range of industries. The CSM should be able to articulate the value of the company to inspire and support customer adoption and expansion. He/she will build and maintain positive relationships with multiple roles within the customers, including senior executives.
Strong written and verbal English skills
At least 3 years account management and/or sales experience from a high tech company-ideally with Marketing/Sales Automation, CRM or related applications in a SaaS environment
Self-motivated, proactive team player with innovative ideas to inspire client loyalty and adoption
Strong interpersonal skills and experience initiating and building positive relationships
Excellent individual and group presentation, written, and oral communication skills
Strong organizational and time management skills with the ability to manage multiple projects simultaneously
Proficient in Microsoft Office (Outlook, Excel, Word and Power Point)
Ability to function in an extremely high volume, forever evolving new business environment while always maintaining a smile and positive disposition
Develop a trusted advisor relationship with our customer’s managers and executive sponsors.
Deliver the initial on-boarding kickoff meeting in order to ensure all customers get off to the right start. This includes setting success metrics and engaging customer signatories and project managing the implementation of the company product/service.
Advise and oversee customer growth, training and development of best practices to continually drive business value and return on the customer’s investment.
Increase customer retention and adoption rates by conducting regular check-in calls to assess level of satisfaction, or lack thereof.
Be the main point of contact and escalation for the customer. Including directing customers quickly and efficiently to additional help resources such as Help & Training within the application, personally helping with questions/issues.
Track customer activity to identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk, while simultaneously identifying and closing upsell opportunities when applicable.
Responsible for customer references, case studies and testimonials for the CSM’s portfolio of customers.
Serve as customer advocate, including: collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to the business
Work closely with internal resources on escalation and resolution processes for critical customer issues.