Customer Success Manager

This is a fully remote position, open to applicants in Nebraska, +2 more states.

📋 Description

• Oversee a portfolio of Mid-Market agricultural clients, assisting them in attaining measurable business results through the adoption and effective use of DTN solutions.

• Act as the primary strategic contact throughout the entire customer journey.

• Set customer success objectives and create tailored customer success plans.

• Execute post-onboarding adoption initiatives, conduct business reviews, perform strategic check-ins, and maintain ongoing customer interactions.

• Align DTN solutions with customer workflows, decision-making processes, and overall business objectives.

• Showcase best practices, product features, and available resources to enhance customer value realization.

• Monitor customer engagement, usage patterns, health indicators, and adoption metrics.

• Identify areas of low adoption and propose strategies to increase utilization and drive customer success.

• Inform customers about new features, enhancements, and pertinent DTN solutions.

• Organize customer training, enablement, and educational initiatives.

• Take ownership of the renewal process for designated accounts.

• Formulate renewal strategies aimed at maximizing retention and minimizing revenue risk.

• Recognize renewal challenges and churn risks, engaging internal stakeholders as necessary.

• Maintain renewal forecasts, customer health assessments, risk documentation, account plans, meeting notes, and customer records.

• Create action plans to address customer dissatisfaction, declining engagement, support issues, competitive threats, and retention risks.

• Handle customer escalations in collaboration with Product, Support, Operations, and Sales teams.

• Relay customer feedback, challenges, and opportunities to internal teams.

• Identify opportunities for cross-selling, upselling, and broader product adoption in collaboration with Sales partners.

• Manage around 150 Tier 2 customers, prioritizing engagement based on revenue, health, renewal timelines, strategic importance, and growth potential.

⛳️ Requirements

• Bachelor's degree or equivalent professional experience.

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

• Proven experience in managing recurring revenue customer relationships.

• Excellent communication, presentation, and relationship-building capabilities.

• Strong organizational skills and effective time management.

• Demonstrated ability to manage a large customer portfolio effectively and simultaneously.

• Strong problem-solving and critical thinking abilities.

• Familiarity with CRM and customer success platforms.

• Experience within the agriculture sector, including grain, agribusiness, ag retail, crop production, commodity markets, weather, or related fields.

• Background in managing SaaS, subscription services, information services, market intelligence, or technology solutions.

• Proficiency with Salesforce, customer success platforms, and business intelligence tools.

• Experience conducting business reviews, adoption assessments, and customer renewal discussions.

• Proven ability to leverage customer health, adoption, and engagement data to proactively manage retention risks.

• Capability to balance customer retention and value realization with suitable account expansion opportunities.

🏝️ Benefits

• Unlimited PTO.

• Flexible working hours.

• Remote work model (dependent on position).

• Competitive Medical, Dental, and Vision Insurance Plans.

• 6% 401K matching.

• Unlimited access to over 13,000 courses via a learning platform to support employee career growth.

• Employee Assistance Program (EAP).

• Market-competitive variable pay may be available.