Client Success Manager - Mid Market
July 3
🏡 Remote – Anywhere in California
Description
• Ability to manage and execute relevant activities across multiple accounts throughout their contract lifecycle resulting in achievement of expansion and renewal targets within assigned customers. • Activities include but are not limited to productive hand-offs from sales, successful onboardings, effective adoption motions, periodic business reviews with customer stakeholders, expansion and renewal motions. • Assist in the development of Success Processes and Procedures while engaging across departments with (Marketing, Sales, and Product) to increase member advocacy. • Execute on goals and KPIs including NRR, NPS, and internal north star metrics. • Drive escalation of partner issues, coordinate critical resources in the escalation process, and assist with partner issues through resolution. • Communicate effectively, adapt to working environments and team priorities. Collaborate with multiple divisions and functions to coordinate the timeline of events and activities. Utilize CRM (Salesforce and ChurnZero) to keep track of key account data, activities, opportunities, and relevant notes. • Display great organization skills and great attention to detail.
Requirements
• 3-5+ years of experience in Partner/Member Success with proven experience driving SaaS software adoption and expansion while leveraging customer success best practices. • Entrepreneur at heart with a growth mindset who thrives in a fast-paced, flexible, startup environment; demonstrated ability to adapt and lead in a high growth environment. • Able to build customer rapport and maintain a friendly, thoughtful atmosphere with customers at all times. Willing and able to address escalated client issues with speed and urgency. • Strong understanding of value drivers in recurring revenue business models. Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning. • Demonstrated ability to map the customer/member journey–including the benefits and drawbacks customers face on each step of the journey. • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity. • Able to collaborate across the organization and with external stakeholders. • Able to learn new technologies and communicate those concepts to customers with varying degrees of technical expertise. • Ability to travel if needed. • Bachelor's Degree or equivalent years of experience.
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