Customer Success Manager

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

📋 Description

• Spearhead initiatives to guarantee customers derive maximum value from DDI’s leadership development subscriptions.

• Act as the main post-sale contact for customers.

• Cultivate enduring customer relationships founded on trust and outstanding service.

• Promote customer adoption, retention, and enhance the overall customer experience.

• Oversee the retention of DDI’s subscription clients annually.

• Achieve Gross Revenue Retention targets of 87%+, Net Revenue Retention targets of 95%+, and Customer Renewal Rate of 80%+

• Lead and implement targeted strategies to retain customers at risk of non-renewal.

• Build and sustain relationships with key client stakeholders, including executives, HR professionals, and learning and development teams.

• Develop joint Customer Success Plans tailored to client needs and their definitions of value.

• Track client progress, satisfaction, and health metrics utilizing DDI technology platforms.

• Propose actions to deepen the adoption of DDI solutions.

• Ensure accurate and timely updates on customer success platform data and notes.

• Mobilize resources within DDI to meet client requirements.

• Collaborate with the onboarding team to ensure seamless client implementation.

• Provide continuous training, support, and guidance to clients.

• Work in conjunction with Sales, Consulting, Project Management, and Customer Support teams.

• Advocate for customer needs within the organization and assist in product improvements and strategic initiatives.

• Collect and relay customer feedback to product and enablement teams.

⛳️ Requirements

• At least 2 years of experience, preferably in customer success, consulting, project management, or account management.

• Bachelor’s degree (or equivalent experience) in business, psychology, or a related field.

• Excellent communication skills, strong client management capabilities, and a customer-centric approach.

• Proficient influencing skills.

• Ability to adapt communication style based on the audience.

• Highly adept at swiftly mobilizing others to execute and achieve client objectives.

• Comfortable navigating ambiguity.

• Capability to demonstrate value and insights to retain and expand relationships.

• Commercial awareness and understanding of key factors that drive ARR renewals and growth.

• Proven high standards of work and energy.

• Intentional and proactive in pursuing personal development and responding to feedback.

• Willingness to travel 15% of the time.

🏝️ Benefits

• Variable Pay: 20%

• Benefits provided by DDI (specific details not included in the posting).

• Fully remote work options available.

• Willingness to travel 15% of the time.