Customer Success Manager

This is a fully remote position, open to applicants in Alabama, +32 more states.

📋 Description

• Build and sustain executive-level relationships with essential stakeholders and decision-makers within your account portfolio.

• Serve as the primary liaison between customers and our internal teams in sales, marketing, product, and support.

• Recognize and address customer needs, challenges, and opportunities effectively.

• Create and execute strategic account plans that include both short-term objectives and long-term aspirations.

• Assess customer requirements, industry trends, and competitive environments to pinpoint upselling and cross-selling prospects.

• Spearhead the development and presentation of proposals, business reviews, and solutions that showcase product and service value.

• Track account usage trends, adoption rates, and indicators of potential churn.

• Conduct regular customer check-ins and business reviews.

• Record customer interactions, issues, and strategic conversations in CRM and Customer Success platforms.

• Manage retention and renewal processes for Enterprise and Mid-Market accounts, securing both annual and long-term agreements.

• Formulate renewal strategies, negotiate terms, and oversee contract management.

• Identify and facilitate expansion opportunities while collaborating with Account Management/Sales to secure new business.

• Communicate and manage pricing adjustments during renewal periods.

• Handle and resolve customer inquiries and complex technical issues, coordinating with Technical Support and TAM teams, while managing communication regarding resolutions.

⛳️ Requirements

• Bachelor's degree in a business-related discipline.

• Over five years of demonstrated experience in account or customer success management, with a history of achieving and surpassing revenue and growth targets.

• Proven capability to establish and nurture strong, enduring partnerships with high-level clients.

• Outstanding communication, presentation, and negotiation abilities.

• Strong business insight and a comprehensive understanding of customer industries, challenges, and objectives.

• Excellent organizational and time-management skills, with the capacity to handle multiple projects and accounts concurrently.

• Proficient in CRM software (e.g., Salesforce, Gainsight).

• Ability to work autonomously and collaboratively in a fast-paced, dynamic setting.

• Travel will be necessary for internal meetings, selected customer engagements, and industry events.

🏝️ Benefits

• Company Stock Options: Every employee is an owner in the company.

• Exceptional Health Benefits (Medical, Dental, Vision, Life Insurance) along with HSA company contributions.

• Fertility Benefits (IVF/Fertility drug coverage) and Paid Family and Caregiver's Leave.

• 401(k) plan with a 4% match and Disability Insurance.

• Generous Vacation Time, four Company Wellness Days per year, and one floating holiday.

• One-time $500 allowance to establish your home office.

• Complimentary subscription to Calm and access to an Employee Assistance Program.

• Options for Pet Insurance are available.

• Continuous learning opportunities through LinkedIn Learning, Workday Learning, and our Career Growth Portal.

• Uncapped sales incentive plans with significant earning potential for eligible positions.