Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a designated portfolio of RigDig customer accounts, with a focus on retention, growth, and overall account well-being

• Be accountable for annual retention and revenue growth objectives within the assigned business portfolio

• Formulate and implement account strategies aimed at enhancing engagement, product usage, renewals, and customer value

• Spot opportunities for product expansion, utilization, and user adoption

• Collaborate with Strategic Account Executives on renewals, expansion efforts, and revenue enhancement

• Keep track of forecasts related to renewal prospects, account risks, and growth opportunities

• Take charge of the post-sale customer experience and act as the primary point of contact for customers

• Cultivate customer relationships and serve as a trusted advisor

• Recognize customer risks and devise strategies to mitigate them

• Facilitate recurring customer business reviews and present data-driven recommendations

• Monitor trends in adoption and engagement, implementing plans for improvement

• Illustrate customer value and ROI during renewal and expansion conversations

• Create success plans and define measurable objectives with customers

• Spearhead onboarding initiatives and provide consultative training for customers

• Keep customers updated on product capabilities, enhancements, and industry best practices

• Advocate for customer priorities with the Product, Sales, Marketing, and Support teams

• Gather and assess customer feedback

• Maintain precise customer documentation in Salesforce and other business systems

• Monitor customer health, adoption, retention, and growth metrics

• Preserve account plans, success activities, and readiness for renewals

• Handle multiple priorities while ensuring prompt follow-through

⛳️ Requirements

• 3+ years of experience in Customer Success, Account Management, Client Services, Sales, or a similar customer-facing role

• Proven track record of managing and enhancing customer relationships while meeting retention and revenue goals

• Experience in managing a portfolio of business and taking ownership of customer outcomes

• Excellent communication, presentation, and consultative problem-solving abilities

• Background in conducting customer training, onboarding sessions, business reviews, or strategic account planning

• Capability to establish relationships with stakeholders at various levels within customer organizations

• Strong organizational skills with a keen eye for detail and follow-through

• Proficiency in Salesforce, Microsoft Office, and customer success tools

• Bachelor's degree or equivalent professional experience

🏝️ Benefits

• Medical, dental, and vision insurance

• 401(k)-retirement plan

• Paid time off

• Paid holidays

• Life and disability insurance

• Flexible work schedules

• Generous Paid Time Off

• 13 Paid Company holiday observances

• Remote work opportunities

• A casual dress work environment

• Physical fitness reimbursement

• Discounts on various events, travel, and dining

• Additional compensation may include bonuses and equity