Customer Success Manager, Renaissance

• 3-5 years of experience in a customer facing SaaS business

Desirable

• Provide resources to customers based on their implementation goals and solutions to support onboarding and drive adoption for all purchased products and services
• Establish clear, desired outcomes and markers for the customers within a Customer Success Manager’s assigned region
• Analyze data daily to establish which customers to proactively contact and assist with implementation and/or using all purchased products with fidelity
• Streamline communication internally with other teams to ensure that the customer has an outstanding onboarding and implementation experience
• Build, add to, and use the Customer Success Manager playbook so that team members can understand our practices as the company grows and scales
• Seek to promote the value of the product and assist in the upsell of services and products with brand image and promoting value through customer experience
• Assist in crafting resources and informative materials for other members of the Customer Success Management department
• Be the voice of the customer so that internal teams can better understand how to improve all aspects of the customer experience
• Track customer health with tools and data established by the Customer Success Management team
• Ability to take action on the data with an entrepreneurial spirit and vision
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
• Optimize existing processes within Renaissance and actively enhance all Customer Success initiatives
• Overcommunicate with sales team and other customer-facing teammates to ensure everyone is in lock-step with how to best serve the customer
• Other responsibilities, as assigned