Customer Success Manager

Customer Success Managers are responsible for the post-sales success of a portfolio of customers. As a CSM, the employee is responsible for making the value of the solution visible to the customers while looking for additional opportunities for the customer to expand their services and products to achieve their goals.  The CSM is also responsible for driving customer adoption and success by providing usage/adoption recommendations, performing Business Reviews and delivering an industry leading customer experience.

• →Deliver an industry leading customer experience
• →Manage a portfolio of approximately 40 customers across the Enterprise segment.
• →Collaborate with internal teams to represent voice of the customer
• →Provide product education/support for new and ongoing customers
• →Establish product/industry best practices for customers
• →Participate in customer forums
• →Own ultimate responsibility for the customer’s retention and expansion success while preventing churn
• →Maintain accurate and current records of customer information in Salesforce
• →Own cancellation process to identify cancellation, work with sales/customer to save account, and if unable, ensure to document and complete the cancellation process
• →Serve as an escalation point for issues that impact the customer’s success and work with internal teams to drive resolution
• →Identify opportunities to expand customer value through additional products, services, and solutions aligned to customer goals.
• →Be familiar with CSM negotiation and quota management 

• Net Revenue Retention (NRR)
• Gross Revenue Retention (GRR)
• Renewal Rate
• Product Adoption
• Customer Health Score

• Bachelor’s Degree or equivalent
• 3-5 years Customer Success, Account Management, or Client Services experience
• Proven ability to drive customer adoption, retention, and growth
• Strong relationship-building and stakeholder management skills
• Excellent presentation, communication, and problem-solving abilities
• Experience conducting business reviews and customer success planning
• Proficiency with CRM and Customer Success platforms (Salesforce, Gainsight, or similar)
• Strong analytical skills and ability to interpret customer usage data
• Experience managing renewal, retention, or expansion objectives is preferred
• ZenDesk experience