Customer Success Manager

Customer Success Manager

Department: Customer Success

Reports to: Director of Customer Success, Strategic Accounts

The Customer Success Manager is responsible for the building and management of customer relationships while leading the customer to full adoption of our products. The Customer Success Manager plays a key role in developing strategic relationships with customers and demonstrating high NPS scores and expansion opportunities. This role involves the proactive engagement in day to day management of the account including strategic account planning and customer success issue resolution. The Customer Success Manager has a high attention to detail, strives for customer success and satisfaction, is articulate and credible, and metrics driven.

Responsibilities:

• Maintain strong relationships with customers and ownership of customers’ success through renewal rate, NPS and other metrics that measure customer success.
• Drive strategic development of customer programs and actively pursue opportunities to improve through expansion, enhancements and operational improvements
• Identify opportunities to increase revenue conversion