Customer Success Manager II

As the Customer Success Manager II at HG Insights, you will be responsible for owning the customer experience and increasing the lifetime value for your assigned portfolio of accounts within our Growth Segments (Commercial, SMB, and Mid-Market). Your primary focus will be on driving customer adoption, ensuring customer health, facilitating renewals, and executing expansion opportunities. You will serve as the trusted advisor to your customers, ensuring they achieve their goals through the effective use of HG's solutions. Your responsibilities will include proactively monitoring adoption metrics, addressing risks, and providing personalized experiences to ensure customers realize the full value of HG's solutions. You will manage the renewal process from start to closure, with a focus on early renewals and multi-year agreements. Additionally, you will identify expansion opportunities by understanding customer use cases and goals, exploring growth options, and executing expansion strategies from opportunity to closure. Accurate forecasting and reporting will be essential, providing precise forecasts for renewals and expansions and adhering to operational processes for reporting and CRM hygiene. To excel in this role, you will need to develop account planning and strategy by defining and executing portfolio-level strategies and account plans aligned with HG and customer business objectives. Demonstrating product expertise is crucial, maintaining in-depth knowledge of HG's solutions, providing product demonstrations and training, and assisting customers in achieving revenue goals by identifying new and enhanced solutions. You will act as a customer advocate by representing customers to internal teams, communicating requirements and enhancement requests to the product team, and providing clients with visibility around vision, strategy, and product roadmap. Collaboration and communication are key, working closely with internal teams to ensure a cohesive customer experience and maintaining accurate records in CRM systems for transparency and reporting. The ideal candidate for this role will have a minimum of 5 years of experience in Customer Success, Account Management, Sales, or related roles in a B2B SaaS organization with a proven track record of meeting or exceeding customer retention and growth goals. Proficiency in using key tools such as Salesforce, Outreach, or other CRM platforms is required, along with a solid understanding of the specific tech stack required for the role. A customer-centric mindset, a growth mindset, strategic thinking, problem-solving skills, technical aptitude, organizational skills, account expansion and negotiation skills, as well as professional attributes such as motivation, initiative, drive, and willingness to travel to customer sites as needed are essential for success in this position.,