Sr. Customer Success Manager

Role Description                                        

The Senior Customer Success Manager will proactively engage with customers to ensure they realize value from products and solutions, leading to both revenue retention and growth. Critical to this role is connecting the value of the solutions with the customers’ needs to ensure strong renewals and mitigate customer risk. The Senior CSM will be responsible for up to 200 accounts, with a heavy concentration of highest engagement tier customers, focused on driving customer value and enabling customers’ expansion and usage of our solutions.

 

Key Responsibilities                                 

·        Manage a book-of-business (renewal, annual increases) for up to 200 accounts within the highest customer tier, ensuring on-time renewals, meeting targeted renewal and increase targets

·        Build and execute renewal strategy, including messaging and usage, partnering with Renewals Processing to build quotes and opportunities for high engagement customers

·        Enhance customer understanding and appreciation of product solutions, driving increased usage, upgrades, and retention                                      

·        Display strong judgement in contract negotiations and financial decisions, protecting and enhancing company interests                                                              

·        Navigate and resolve customer conflicts skillfully, ensuring the maintenance of strong and productive business relationships                               

·        Proactively manage renewal risk, identify trends, implement save plays and solutions, and partner with other departments on cross-functional issues and themes

·        Build and lead cross-functional business reviews for critical customers, demonstrating the value, discovering expansion and identifying potential churn              

Competencies                                            

·        Analytically savvy & data driven: Proficiency in utilizing data and analytics to make informed decisions and drive business strategies

·        Proactive problem solving: Ability to identify potential issues before they arise and effectively address them to mitigate risks and capitalize on opportunities

·        Disciplined execution: Detail-oriented and organized, this leader prioritizes effectively, excels at time management, and anticipates well in decision making

·        Customer relationship management: Manages customer relationships to enhance satisfaction and loyalty.

·        Risk assessment: Conducts thorough risk assessments to safeguard organizational interests.

·        Negotiation skills: Utilizes negotiation skills to secure favorable outcomes while maintaining key relationships.                                                             

Qualifications                               

·        Bachelor's degree required                                     

·        3+ years in Customer Success role with increasing responsibilities     

Travel expected: <25%                                •

Last updated on Sep 17, 2024