Job
Description
Role Overview: As a Customer Success Manager at Netrio (formerly Agio), your primary responsibility is to inspire Customer Success by leading your team and effectively communicating with customers. You will play a crucial role in client improvement, leading to higher client retention and overall team/company growth. Your clear and concise communication within Netrio teams, including Cybersecurity, XDR, and Managed Services, will ensure service continuity, enhance customer experience, and align with data-driven metrics. By executing action plans consistently and fostering open communication, you will enhance client loyalty, set the team up for success, and enable business leaders to focus on strategic objectives. As a Customer Success Manager, you will have the autonomy to challenge the status quo, collaborate as a team player, and work independently when required. Key Responsibilities: - Provide reporting for Customer Success Managers on current and past results, renewals, upsell forecasts, and client technology - Track leading indicators of customer health, churn, adoption, renewals, and upsell opportunities - Offer actionable, fact-based research and insights aligned with objectives, goals, and business decisions - Determine appropriate touch points for CSMs throughout the customer journey to enhance adoption and retention - Coordinate 1-Many communications within the CSM team for synchronized email outreaches - Ensure delivery and accuracy of Agio Insights reports - Identify at-risk renewals early, design action plans, and escalate when necessary - Identify upsell and cross-selling opportunities - Coordinate communication channels between Managed IT, XDR, and Cybersecurity teams - Manage cross-functional processes to meet renewal and upsell targets - Relay customer feedback to the product management team - Align with support team on resolution of major cases - Provide feedback to Marketing on customer readiness - Assist the Professional Services team in overcoming implementation delays - Manage expectations and communicate effectively - Monitor multiple projects and report status to various stakeholders - Measure customer performance, LTV, and sales metrics - Perform risk management to minimize project risks - Create and maintain comprehensive process documentation Qualifications Required: - Exceptional creative and critical thinking capabilities - Ability to influence through persuasion, negotiation, and consensus building - Strong empathy for customers and a drive for growth - Deep understanding of value drivers in recurring revenue business models - Analytical and data-driven mindset - Desire for continuous self-improvement and learning - Excellent communication and presentation skills - Mentorship experience in Customer Success Manager roles - Expert knowledge across Agio's service offerings - 5 to 7 years of experience in Customer Success or sales roles Additional Company Details: Netrio offers a variety of health and welfare benefits, including medical and dental insurance, term life insurance, wellness programs, career development opportunities, and enrollment in the company's 401(k) plan with a matching contribution. Additionally, there is a variable compensation plan based on performance for employees. Role Overview: As a Customer Success Manager at Netrio (formerly Agio), your primary responsibility is to inspire Customer Success by leading your team and effectively communicating with customers. You will play a crucial role in client improvement, leading to higher client retention and overall team/company growth. Your clear and concise communication within Netrio teams, including Cybersecurity, XDR, and Managed Services, will ensure service continuity, enhance customer experience, and align with data-driven metrics. By executing action plans consistently and fostering open communication, you will enhance client loyalty, set the team up for success, and enable business leaders to focus on strategic objectives. As a Customer Success Manager, you will have the autonomy to challenge the status quo, collaborate as a team player, and work independently when required. Key Responsibilities: - Provide reporting for Customer Success Managers on current and past results, renewals, upsell forecasts, and client technology - Track leading indicators of customer health, churn, adoption, renewals, and upsell opportunities - Offer actionable, fact-based research and insights aligned with objectives, goals, and business decisions - Determine appropriate touch points for CSMs throughout the customer journey to enhance adoption and retention - Coordinate 1-Many communications within the CSM team for synchronized email outreaches - Ensure delivery and accuracy of Agio Insights reports - Identify at-risk renewals early, design action plans, and escalate when necessary - Identify upsell and cross-selling opportunities - Coordinate communication channels between Managed IT, XDR, and Cybersecurity teams - Manage cr
