Customer Success Manager

$80,000 - $120,000

My client is looking for a motivated individual to drive growth from there key accounts in North America that their current customers of their CDP software. Partnering with Sales and Professional Services, this individual will establish growth and adoption plans for key accounts and ensure we maintain the high-level of retention we currently have in the business.

Core Responsibilities

  • Establish clear retention goals and process milestones for the client and employees to work toward
  • Assist customers strategically in seeing the future value that can be gained from there CDP software.
  • Promote the value of the product and upsell in support of our land and expand strategy in place today.
  • Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.
  • Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and values.
  • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.
  • Optimize existing processes within the company and actively enhance all Customer Success initiatives.
  • Work with the product development teams and provide feedback from our customers to influence the roadmap

Skills and Requirements

  • 3-5 years of experience in customer service or customer success position strongly preferred
  • Experience working with brand image and promoting value through customer experience
  • Exceptional ability to communicate and foster positive business relationships
  • Technical skills required, as they relate to understanding the product and the landscape
  • Accountability and personal organization are essential
  • Proven ability for driving successful growth in customer adoption in prior roles
  • Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed