Customer Success Manager

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

📋 Description

• Implement a comprehensive onboarding process for new advisory clients to guarantee swift time-to-value.

• Take ownership of client retention results and facilitate renewals in collaboration with Industry Principals.

• Finalize specific add-on engagements such as strategy days, event sponsorships, and speaking opportunities.

• Work closely with Industry Principals and the analyst team to align account strategy and sales initiatives.

• Act as the internal advocate for the customer, relaying client feedback to the research and events team.

• Collect customer quotes, testimonials, and case studies for marketing and sales materials.

• Enlist customer speakers and promote industrial customer participation in LNS's flagship event.

⛳️ Requirements

• Demonstrated customer success experience with a strong capability to drive renewals through engagement.

• At least 2-4 years of experience in client-facing, account management, or customer success positions.

• Previous experience in an advisory, research, or professional services firm is preferred.

• Experience managing a specific book of business with a focus on retention accountability.

• Bachelor’s degree is mandatory.

• Strong knowledge of manufacturing and/or supply chain operations.

• Exceptional critical thinking and strategic planning abilities.

• Proven skill in identifying unspoken client needs and transforming those insights into opportunities.

• Capability to engage and manage relationships with C-level and senior-level executives with confidence in large multinational companies.

• High proficiency in Microsoft 365 applications, including PowerPoint, as well as CRM systems, web conferencing tools, and efficiency in email and internet applications.

• Experience utilizing AI tools in daily work processes.

• Excellent professional written, verbal, and presentation skills.

🏝️ Benefits

• Medical, Dental & Vision coverage.

• Participation in the company option plan.

• Company Paid Life Insurance.

• Short- & Long-Term Disability coverage.

• 401(k) with Company Match.

• Flexible Spending Account.

• Company Paid Tele-Health Program.

• Flexible PTO with 11 paid Holidays.

• Employee Assistance Program.

• Employee Perks Discount Program.

• Flexible and supportive working environment.