Customer Success Manager
| Company | Ryan |
|---|---|
| Location | Dallas, TX, USA, Remote in USA |
| Salary | $106000 – $165000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Proven work experience as a Customer Success Manager or Account Manager, managing a dedicated book of business comprising of large, complex, global enterprises.
- Exceptional ability to communicate and develop strong business relationships with executive sponsors and licensed customers.
- Creative problem-solving skills & deep curiosity. Proactively closing knowledge gaps by learning from and sharing with peers.
- Humble, team-focused attitude with an eagerness to lift up others.
- A desire to create an impact in a foundational role that will help shape the future of the organization.
- Bachelor’s degree with 5+ years of experience (a mix will be considered if combined totals in one area significantly exceed another that may be slightly under 5 years).
- Proficient in using Microsoft Office Suite for performing Intermediate/Advanced data analysis, creating top-tier customer and executive presentations.
- Salesforce experience for documenting customer relationships and the ability to create and run reports and dashboards.
- Salesloft, Outreach, or other Sales engagement platform experience.
- Customer Success Platform experience a plus.
Responsibilities
- Deliver a world class customer experience.
- Build and maintain deep, trusting relationships with customers by understanding their unique business goals and challenges.
- Identify upsell and cross-sell opportunities that align with customer’s long term business strategies.
- Lead individual product enablement sessions and create scalable content to enhance customer product knowledge, usage, and efficiency.
- Design and execute strategic customer success plans, detailing objectives, potential roadblocks, success indicators, and timelines.
- Document and standardize best practices, creating resources like playbooks, how-to guides, and FAQs from customer interactions.
- Collect and communicate customer insights to internal teams, amplifying the customer voice and identifying recurring trends that will help influence product development.
- Work closely with Sales, Support, and Implementation counterparts, ensuring a smooth transition from the sales process to ongoing customer success.
- Proactively identify signs of potential churn or renewal risks, using problem-solving skills and collaborating with internal teams to develop and implement resolution strategies.
- Identify and intercept customer pain points.
- Encourage customer advocacy by facilitating customer testimonials and case studies.
Preferred Qualifications
-
No preferred qualifications provided.