Customer Success Manager

Description

As a Customer Success Manager, your role is to serve as a trusted partner to our customers, ensuring they receive maximum value from our software solutions. As a key member of the sales team, you will be the intermediary between different roles within the company to give the customer the best support possible—building long-term partnerships and proactively working to drive satisfaction, retention, and growth. Your ability to understand customer needs and align them with our products will be essential in helping both our customers and our company succeed.

Requirements

Job Responsibilities

Relationship Management & Engagement:

• Work alongside the Account Executive as a primary point of contact for your accounts, fostering trust and credibility with stakeholders at all levels.
• Assist customers in engaging the right resource for troubleshooting issues, beginning new projects, invoicing questions, and product inquiries 
• Identify and encourage satisfied customers to become advocates by providing testimonials, references, or case studies.
• Regular communication with customers on upcoming events, webinars, and any sales expansion initiatives  

Customer Retention:

• Monitor account health, usage trends, and satisfaction levels to proactively address risks.
• Promptly respond to customer inquiries and direct to the appropriate internal resources
• Cadence calls with customers with a high volume of support tickets to ensure internal stakeholders have visibility and issues are resolved in a timely manner

Problem-Solving & Collaboration:

• Partner with Support, Product, and Sales teams to quickly resolve customer challenges.
• Work with the Solution Engineering team to provide scopes for billable services engagements
• Share customer feedback and insights to help improve offerings and influence the product roadmap.

Account Management:

• Lead resource in ensuring accurate customer data is maintained in the CRM
• Monitoring open invoices to ensure customers receive renewal quotes on time and open invoices are addressed