Mid-Market Customer Success Manager
You will be responsible for effectively onboarding these accounts onto our services, spur usage in the early stages and ongoing, and build high customer satisfaction. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in depth and then communicating those solutions to the users. Bachelors degree required 4+ years prior account management experience 4+ years of experience in SaaS Strong communication skills and technical aptitude Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation Enjoys working closely with customers to ensure complete satisfaction A self-starter who takes the initiative to get things done Highly organized with strong operational rigor Maintain a deep understanding of the product in order to speak with customers about the most relevant features/functionality for their specific business needs Increase customer retention by conducting regular engagement touchpoints, and performing strategic business reviews with C-level Executives and decision makers to align on their objectives and outcomes Improve customer health by developing comprehensive portfolio plan(s) and tracking progress Develop joint success plans with customers to ensure there is a plan is in place to drive adoption and high value use cases within the organization through change management Track accounts to identify churn risk and work actively to improve customer health and retention Work closely with Product and Engineering on identification and tracking of product improvement requests and bugs
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