Client Success Manager

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

📋 Description

• Oversee a designated portfolio of RigDig customer accounts, ensuring retention, growth, and overall account health.

• Meet annual retention and revenue growth objectives for the assigned book of business.

• Formulate and implement account strategies aimed at enhancing customer engagement, product adoption, renewal rates, and long-term customer value.

• Recognize opportunities to broaden product use, boost user adoption, and present additional solutions.

• Collaborate with Strategic Account Executives on renewals, account growth, and revenue enhancement efforts.

• Maintain projections of renewal opportunities, account risks, and potential for growth.

• Take ownership of the post-sale customer experience, serving as the primary contact for assigned customers.

• Foster customer relationships while proactively identifying and addressing risks related to satisfaction, adoption, retention, and renewal.

• Facilitate regular customer business reviews, providing data-driven insights and best practices.

• Monitor trends in adoption and engagement, implementing action plans to boost success and retention.

• Demonstrate customer value and ROI during renewal and expansion discussions.

• Develop success plans and measurable objectives in collaboration with customers.

• Lead onboarding initiatives and provide consultative training for customers.

• Keep customers updated on new features, product improvements, and industry best practices.

• Advocate for customer priorities within Product, Sales, Marketing, and Support teams.

• Gather and evaluate customer feedback.

• Ensure accurate customer documentation in Salesforce and other business systems.

• Track metrics related to customer health, adoption, retention, and growth.

• Maintain account plans, customer success initiatives, and readiness for renewals.

⛳️ Requirements

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

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

• Experience in managing a book of business and being accountable for customer outcomes.

• Exceptional communication, presentation, and consultative problem-solving abilities.

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

• Capacity to build relationships with stakeholders at various levels within customer organizations.

• Strong organizational skills, with remarkable attention to detail and follow-through.

• Proficient 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.

• Casual dress work environment.

• Physical fitness reimbursement.

• Discounts on various events, travel, and dining.