Customer Success Manager, Iru

• 3+ years of experience in a fast-growing company; direct experience with SaaS products, solutions, or ecosystems preferred
• 3+ years customer-facing experience as a CSM, or Strategic Consultant
• Experience maintaining ARR of 2M+ including contract values over 100k
• Experience leading a Success team to meet KPIs
• Experience with support tools and platforms like Salesforce, Zendesk and JIRA
• Expert in driving results and outcomes while solving complex business problems, both individually and through others
• Excellent presentation, organizational, and communication skills (both written and verbal). A written sample may be requested
• Ability to partner effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software
• Team and goal-oriented. High output; low ego

Desirable

• As a Customer Success Manager, you’ll be responsible for the success of our customers. As a Trusted Advisor with deep product knowledge, and empathy, you’ll understand customers’ business objectives and align them with product capabilities
• You’ll lead end-user training and enablement initiatives, conduct customer onboardings and business reviews, and serve as the “voice of the customer” in internal meetings
• You’ll be responsible for ensuring retention, identifying new business opportunities, and driving high product usage, and value across our customer base
• Communicate efficiently and effectively with our customers - we primarily communicate via chat and email, but you'll also have video conferences when the need arises
• Onboarding & Adoption: Use a consultative-like approach to drive ROI, retention, expansion, and high product usage across a portfolio of 100+ enterprise customers
• Develop and enact a custom plan for each customer’s onboarding, expansion, and renewal goals
• Enablement & Partnership: Lead end-user training, conduct executive business reviews, and proactively monitor and drive product usage to ensure the customer is maximizing value
• Evangelize: Communicate new use cases and features/functionality that will enhance the customer’s workflow and drive organizational product adoption
• Customer Advocate: Passionate about the customer experience and skilled in translating customer feedback into product requests
• Collaborate: Work cross-functionally with strategic and technical colleagues to accomplish customer goals
• Change Leadership: Provide recommendations on changes and design enhancements to improve processes, customer experience, and performance
• Team Leadership: Effectively coach team members to their fullest potential. Mitigate conflict and communication problems. Ensure the team is unified on a common goal and strategy