Customer Success Manager

Overview

As a Customer Success Manager you will play a crucial role in ensuring our customers achieve their desired outcomes with our products/services. You will be the primary point of contact for our customers, responsible for creating raving Resilio fans by building and maintaining strong, long-lasting relationships. Your focus will be on the health of your customer relationships, experience, engagement, adoption, retention, and expansion of our product with some of our highest profile customers. 

In this role, you will proactively reach out to your assigned accounts, set benchmarks and milestones, review product usage, product releases, enhancements, discuss feedback, suggest new features that will enhance their existing capabilities where we can, and make suggestions to improve the overall customer experience.

What You’ll Do

• Develop and maintain strong relationships with a portfolio of 80+ clients during each stage of their journey after implementation, assisting with and continuing through full adoption and beyond including rolling out new features and enhancements, integrations, growing and expanding focusing on the customer's experience
  

• Owner and main point of contact for our customers, monitoring customer accounts to identify areas of improvements and proactively address any issues or concerns, and act as a point of escalation for customer issues and ensure a timely resolution

• Work closely with Account Executives, Solutions Engineers, Implementation, Support, Product and Marketing to proactively collect, receive, share and action on feedback to drive collaboration and adoption. Approach all situations with curiosity and creativity.
  

• Strong perspective on operationalizing Customer Success and industry best practices, using ChurnZero and Sales Force to execute these functions.
  

• Develop and implement customer success strategies and programs to drive customer engagement, retention, and growth.
  

• Manage the customer lifecycle from onboarding to renewal and expansion.
  

• Provide leadership and guidance to our customers on how to use our products and services to achieve their business goals.
  

What You’ll Need

• 3+ years of experience in Customer Success, Customer Support or related field
  

• ChurnZero, Zendesk, Salesforce, analytic reporting, and or CSM tool experience is required.
  

• Proven track record of success in driving customer engagement, retention, and growth.
  

• Ability to gather complex requirements and work with a team to design a solution.
  

• High level of enthusiasm, initiative, commitment, and professionalism.
  

• Exceptional communication and interpersonal skills.
  

• Bachelor's degree in business administration, or a related field.
  

Compensation & Benefits

• Competitive salary and benefits package
  

• Opportunity to work with a talented team of professionals.
  

• Chance to make a real impact on our customers' businesses.