Customer Success Manager

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

📋 Description

• Oversee a designated portfolio of commercial and mid-market accounts by reviewing account histories and aligning outreach with customer objectives and lifecycle stages.

• Foster customer relationships and act as the main point of contact throughout the partnership.

• Develop and sustain success plans that align with customer goals.

• Conduct adoption check-ins and identify underutilized product features.

• Articulate and quantify product value in relation to business outcomes.

• Manage renewal coordination with sales partners and maintain renewal forecasts in Gainsight.

• Identify at-risk accounts and coordinate action plans with Support or Product teams.

• Collaborate with Account Executives, Support, and Product on customer initiatives.

• Convert customer feedback into summaries for internal stakeholders.

• Maintain account plans and monitor progress using Gainsight health scores.

• Assist customers with new product features and educate them on best practices for fraud and authentication.

• Communicate new features, facilitate beta engagements, coordinate case studies and references, and compile product feedback.

• Establish customer engagement cadence to address issues and promote adoption.

• Conduct annual satisfaction surveys and report the findings.

• Manage contractual commitments and monitor subscription license usage on a monthly basis.

• Utilize Gainsight, analytics, and reporting tools to oversee customer health and engagement.

⛳️ Requirements

• Exceptional communicator with the ability to present information clearly across various levels of the customer organization.

• Experience with Gainsight or a comparable customer success platform, Salesforce, and Google Workspace.

• Familiarity with call center, CCaaS, or contact center infrastructure is preferred.

• Background in fraud, authentication, security, or related technology environments is advantageous.

• Willingness to travel up to 25% is mandatory.

• Proficient communicator and presenter for all management levels.

• Ability to analyze data to identify trends and propose suggestions for enhanced performance.

• 3-5+ years of relevant experience, including a minimum of 2 years in a Customer Success or account management position within a SaaS or technology environment.

• Proven experience managing a portfolio of commercial or mid-market accounts and establishing trusted relationships with customer contacts.

• Capacity to build and maintain success plans aligned with customer objectives and articulate value in business terms.

• Strong understanding of the renewal process and experience in highlighting risks.

🏝️ Benefits

• Additional compensation through commission payments.

• Remote-based position.