Customer Success Manager

Customer Success Manager - Job Description Our client is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With flexible and scalable platform, organizations quickly get a deep understanding of their customers’ whole online journey. Our client is a global leader in the experience analytics space, having secured $1.4 billion in funding and expanded to 15 offices worldwide. About the job As a member of Mid-Market Customer Success team, you will be instrumental in maximizing customer lifetime value and driving revenue growth within a multi-million dollar book of business of post-sales customers. You will be responsible for building lasting relationships – with executives, front-line leadership, and platform end users alike – from kickoff to renewal via ongoing strategic guidance that demands executive alignment on goals and value and supports change management, mutual accountability to execution, strong adoption, value realization, and customer satisfaction. This role will necessitate partnering closely with a large cross-functional team - including members of Implementation, Enablement, Customer Experience, Sales, and Product - to ensure the customer is supported at every stage of their journey. What you’ll do : Relationship Management: Develop and maintain a trusted advisor relationship with key customer stakeholders & executive sponsors Executive Alignment: Demonstrate an intimate and aligned understanding of the customer - their business, opportunities, challenges, objectives, and overall data maturity Prepare and lead strategic meetings with executive leadership that advance customer maturity and adoption and drive actionable and measurable outcomes and partnership success Drive Value: Align all partnership activities with key business objectives and measurable value outcomes, continuously demonstrating and communicating the value realized of our solutions to end users and buying committee Customer Advocacy: Act as the main point of contact and advocate for customers internally Program Management: Collaborate cross-functionally with other departments across the customer lifecycle, ensuring partnership and renewal success Success Planning: Hold regular calls with customers to help them strategize best how to use the product(s) to achieve their goals and drive joint accountability to execution to realize success Subject Matter Expert: Contribute to the customer’s digital CX strategy and optimization roadmap, answer questions relating to product usage, and keep customers informed of company's news and product updates Renewal Management/Commercial Strategy: Drive renewals to successful completion in close collaboration with Sales to achieve gross retention targets while owning the renewal process for ‘low growth’ accounts, developing and executing strategies to ensure high renewal rates and minimize churn Upsell Identification: Collaborate with Sales teams to identify and drive growth opportunities contributing to upsell targets Thought Leadership: Proactively share best practices, thought leadership, and industry trends, most notably with senior and executive stakeholders Portfolio Management: Manage a portfolio of 30-40 accounts, effectively balancing competing priorities and providing dedicated support to each. What you’ll need to succeed : 2-5 years experience in CSM or similar consultative, customer-facing role (account management, management consulting), with a strong track record of supporting change management and driving adoption, renewals and upsells in a SaaS or subscription-based business Outstanding organizational and project management skills, with an ability to manage multiple tasks and requests and a large and varied book of business (i.e. size, industry, and use case) Exceptional relationship management, with an emphasis on proven ability to build, maintain, and grow relationships at an executive level Self-motivated, innovative orientation, operating as a team player and collaborating effective across department and functions to achieve common goals Operational rigor and accuracy Proficiency with Command of the Message Framework, MEDDIC, and other common go-to-market frameworks. Analytics mindset, comfortable analyzing digital customer experience metrics and leveraging insights to generate actionable recommendations for web and app optimizations Proficient understanding of web and mobile app architecture, design, and development Ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities #J-18808-Ljbffr