The Senior Manager of Customer Success (SMCS) is responsible for managing and growing standard accounts by working with clients, engineering, product, and commercial teams to understand and implement an ever growing set of use cases. The SMCS manages the day to day client interactions to ensure they receive the highest value from the InfoSum platform and are always engaged. The SMCS is expected to manage and maintain a wide portfolio of client relationships with a regular focus on upselling and renewing contracts.
Core Responsibilities:
- Independently lead day-to-day interactions with clients
- Act as the clients go-to advocate and navigate internal processes at InfoSum and the client to provide a high level of customized service for the client
- Strategically build the client’s ability to operate the InfoSum platform in a self-service manner for any use case by providing actionable recommendations
- Track performance and success of Client’s data collaboration use cases and strategy to ensure InfoSum is driving towards the best possible outcome for the client / their partners
- Develop a perspective on the viable use cases of InfoSum for each client, seek alignment from the client with support of manager to achieve leadership buy-in, and develop and execute a plan for implementation of new use cases
- Establish alignment between client and InfoSum of the value InfoSum can deliver and a shared plan to address barriers to growth
- Run a reliable and organized account process that keeps InfoSum on top of deadlines and capable of seamlessly introducing new revenue growth initiatives
- Additional responsibilities as and when required by the business
- Track and communicate commercial and technical blockers for client success on InfoSum, including the commercial impact of client needs to influence internal allocation of Product & Solutions resources
- Initiate and lead discussions regarding renewal of contracts, with support from manager to establish appropriate commercials and achieve client senior leadership buy-in
Requirements
- 5-7 years of experience in a similar field.
- Experience responding and escalating customer requests internally in a timely manner.
- Experience leading existing customers to implement of new commercial opportunities and use cases
- Track record of success retaining customers and growing a portfolio’s overall revenue value.
- Experience partnering with product and commercial team leads to successfully identify and execute new solutions to meet customer needs.
- Familiarity using product management and customer success tools and management systems.
- Strong reputation among customers as a trusted consultant with the ability to build expertise in data collaboration strategy & tech
Benefits
As well as working as part of an amazing, engaging and collaborative team, we offer our staff a wide range of benefits to motivate them to be the best they can be! Here’s an overview of everything we offer right now!
- $100,000-150,000 base salary (based on experience)
- 25 days paid time off (PTO) per year, accrued at 2.1 days a month.
- 401(k); employees can participate immediately (there isn’t a waiting period); InfoSum matches 100% up to the first 4% of compensation; funded each pay period and immediately vested; plan is administered through Slavic.
- Stock options on a 4 year vesting plan.
- Mental wellbeing and support - professional coaching (via Sanctus) and further mental wellness benefits.
For this role, we would ideally like for someone to be based locally and come into the office 2-3 times a week for team syncs, however, if you require more flexibility, we can discuss a solution that works for everyone.
We, InfoSum, are an equal opportunity employer. We strive to promote an organizational environment that values diversity and fosters growth. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other basis prohibited by law.
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Last updated on May 30, 2024