Customer Success Manager, Confiant

• 3+ years of experience in Customer Success or Account Management, in B2B SaaS with a proven track record managing enterprise or strategic-level accounts
• Demonstrated ability to build trusted client relationships, including gaining access to and influencing executive decision-makers
• Proven success in driving account growth through effective upsell and cross-sell strategies
• Deep understanding of value-based selling methodologies, with the ability to clearly communicate ROI and align solutions to business objectives
• Exceptional communication, presentation, and interpersonal skills, with the ability to engage stakeholders at all levels
• Proficiency in using CRM tools (e.g., Salesforce) to manage customer interactions, monitor account health, and support forecasting
• Strong analytical and problem-solving skills, with the ability to translate complex data into actionable insights
• Advanced proficiency in Microsoft Excel and/or Google Sheets, including experience with data analysis, reporting, and visualization

Desirable

• As a Customer Success Manager (I, II or Senior) at Confiant, you will be the trusted advisor and champion for our clients. You will be responsible for cultivating strong, long-term relationships, driving account growth through strategic value selling, and ensuring our clients realize maximum value from their investment in Confiant. Leveraging your exceptional relationship management skills and proficiency in CRM tools, you will proactively identify opportunities for expansion, advocate for your clients' needs, and contribute directly to Confiant's continued success.
• You will report to our Head of Customer Success and collaborate with Sales, Sales Engineers, Marketing, Product to identify opportunities to delight your clients while generating value for Confiant
• Executive Relationship Management: Build and maintain deep relationships with senior stakeholders, understanding their business goals and challenges
• Proactive Customer Engagement: Design and execute strategies to ensure customer satisfaction, product adoption, and value delivery; lead regular business reviews to align on goals and ROI
• Account Growth: Identify upsell/cross-sell opportunities; present compelling value propositions to drive expansion and revenue
• Value-Based Selling: Clearly articulate how Confiant’s solutions drive business outcomes and ROI
• CRM Usage & Reporting: Consistently update CRM with interactions, opportunities, and account health; produce reports to track trends and forecast growth
• Customer Advocacy: Act as the customer’s voice internally, collaborating with Product, Sales, and Support to address needs
• Risk Mitigation: Spot and address potential churn risks; create and implement action plans to retain accounts
• Onboarding & Adoption: Work with the Onboarding team to ensure a smooth handoff and drive strong adoption with enterprise clients
• Industry Expertise: Stay up-to-date on trends, competitors, and Confiant’s roadmap to offer strategic insights to customers