Senior Customer Success Manager, Qualio

• 5+ years of Customer Success in a B2B SaaS company
• Proven expertise in driving account expansion in large accounts
• Experience in building multi-threaded relationships in assigned customer accounts
• Demonstrated experience as a trusted advisor to customers
• Great communication skills across multiple mediums (video conference, phone, email)
• Experience in customer success planning
• Experience with Salesforce.com, CSP (Customer Success Platform), GSuite (or similar softwares)
• Exceptional organizational and time management skills
• The ability to thrive in a remote, fast-paced environment
• This role is based in Europe and can be only performed remotely from Ireland, UK, Germany or Spain

Desirable

• You will work with our customers to uncover and understand their goals, align on business objectives, and be responsible for implementing account plans to grow and secure your portfolio
• You will wear numerous hats daily while prioritizing the retention and expansion of our customers to ensure mutual success
• Your day-to-day is a mix of proactive and reactive work
• The proactive work includes running customer meetings, handling renewals, up-sells, and some project management
• The reactive will consist of support and general account management duties
• Maintain a revenue base by managing retaining and expanding a book of business
• Build strong relationships with your assigned customer portfolio and support them as their the key contact and advocate
• Drive upgrade revenue from deep understanding of customers’ business and goals to identify opportunities for product feature adoption and expanded usage
• Collaborate with Product, Marketing, and Sales teams to advocate for your customers and proactively find ways to grow our customer base
• What will I be measured on?
• Renewals:
• Maintain 85% or higher renewal rate
• Expansion:
• Grow book of business 3+% each quarter
• Identify potential growth during customer engagement calls and account planning resulting in the creation of expansion opportunities
• Adoption:
• Average purchased seat utilization 75% or higher
• Customer utilization of 3+ features in the platform
• Account Planning:
• Completion and ongoing maintenance of customer information and success plans