Customer Success Manager, Provar

• Qualified candidates will have strong teamwork skills as you will work closely with the service team, consulting team and sales team to ensure long term success and retention
• This role is heavily customer facing, so strong comfortability and aptitude for leading external demonstrations and presentations is required
• 5+ Years as Customer Success Manager or Account Manager
• Experience as a CSM, Account Manager, or Technical Account Management at a SaaS company
• Experience managing enterprise and strategic accounts to ensure adoption and growth
• Comfortable working with senior level executives (Directors, VPs, C-suite)
• Experience managing a book of business to retain and expand ARR
• Strong understanding of the Salesforce platform and experience working with it regularly in B2B sales or Customer Success
• Interpersonal and teamwork skills
• Proactive attitude
• Highly organised and detail oriented
• Naturally inclined towards systems and technology
• Able to anticipate problems before they arise and solve them as they arise
• Able to simplify complex issues and communicate solutions to both technical and non-technical end users and stakeholders
• Able to quickly build rapport with people from diverse backgrounds, at all levels of seniority

Desirable

• Reporting to the VP of Customer Success, you will oversee the success of existing and new customers in the US
• This will include ensuring successful new customer onboarding and adoption, continued customer check-ins and reviews, and developing success plans for at-risk customers
• This role will also include uncovering upsell, add on and expansion opportunities within customer projects and accounts, and will develop ROI reports/overviews for customers
• You will help lead Provar customers to best practice implementations and ongoing success by high touch communications and account reviews on a regular basis
• Leading assigned accounts as expert and trusted advisor to ensure operationalisation of Provar quality solutions
• Developing Success Plans for new and existing customers
• Acting as a project manager to new customers to ensure onboarding and implementation is successful and efficient
• Identifying opportunities for growth within an account or project
• Working closely with sales team on strategic accounts
• Developing success plans for at-risk customers
• Manage relationships with customers, meeting regularly with stakeholders and end users to discuss product pain points, success areas and growth potential
• Work cross functionally with sales, service, product, marketing to develop customer profiles, advocate for customer needs and enhance Provar product suite
• Traveling to customer offices to deliver results, success plans and build relationships
• Traveling to conferences to represent Provar