Successful Client Advocate
2 weeks ago
About the Role
We are seeking a Customer Success Manager to professionally manage relationships with a portfolio of assigned clients, build executive relationships within the clients' organizations, and ensure consistently high retention rates.
Key Responsibilities
- Build strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the client lifecycle
- Gather a thorough understanding of assigned client's needs, objectives, and processes to ensure that they successfully adopt and deploy our products
- Ensure that clients derive maximum value from our solutions and collaborate with the sales team to help upsell additional services, integrations, and features
- Identify risks to client success and proactively engage the client whenever there's an identified retention issue
- Develop and execute retention plans for clients who may be at risk
- Drive resolution of escalated account issues in coordination with internal departments
Requirements
- 4 to 7 years proven success in Customer Success/Account Management/Consulting role for a SaaS/product company
- Proven expertise in handling enterprise clients across geographies
- Proven track record of building strong executive level relationships
- Experience with account portfolio planning, management, and prioritization
- Strong project management capability and ability to multitask
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