Customer Success Manager

Opkey, we are disrupting the space of ERP transformation testing by building an AI-powered No Code Testing platform for Enterprise business applications (like Oracle Fusion Cloud, SAP S4Hana, SAP, Workday, Salesforce, and the likes). Opkey is a fast-growing VC-backed continuous end-to-end test automation software company headquartered in Dublin, California, with additional offices in Pittsburgh (opened in 2022), NYC (opened in 2022), & India (Noida & Bangalore). With the test automation market growing 20% annually, it's estimated to reach $50 billion by 2026. Trusted by 250+ enterprise customers, including GAP, Pfizer, and KPMG.

Key Responsibilities:

1.Own the renewal and upsell process for an assigned portfolio of customers, maintaining a high renewal rate and minimizing churn

2.Develop and execute strategic account plans focused on value realization, adoption, upsell and successful renewals

3.Proactively identify at-risk accounts and implement targeted intervention strategies.

4.Conduct regular business reviews to demonstrate ROI and reinforce the value proposition.

5.Monitor product usage metrics to drive adoption and identify expansion opportunities

6.Serve as the voice of the customer to internal teams, sharing feedback to improve products and processes

7.Maintain accurate customer data and forecasts in CRM and CS platforms

8.Develop strategies to expand existing accounts, identify upsell and cross-sell opportunities.

9.Work closely with Product, Sales, Marketing, Delivery and Support teams to ensure customer needs are met.

10.Own key performance indicators (KPIs) related to customer retention, expansion, and satisfaction.

Technical Skills:

1.Strong understanding of SaaS business models and metrics (ARR, churn, NRR)

2.Proficiency with customer success platforms is a plus

3.Data analysis capabilities to track customer health and usage metrics

4.Basic technical aptitude to understand product functionality and integrations

5.Experience with CRM systems like Hubspot/Salesforce

Strategic Skills:

1.Relationship building

2.Proactive problem-solving and risk identification

3.Understanding customer business objectives and ROI drivers

4.Ability to create and execute customer success plans

5.Experience in driving product adoption and value realization

Communication Skills:

1.Excellent presentation abilities for customer meetings and QBRs

2.Clear written communication for emails and documentation

3.Ability to explain technical concepts to non-technical users

4.Cross-functional collaboration with product, support, and sales teams

Project Management:

1.Managing multiple customer accounts simultaneously

2.Coordinating customer onboarding and implementation

3.Setting and tracking customer goals and milestones

4.Time management and prioritization

5.Change management experience

Business Acumen:

1.Understanding of customer's industry and business challenges

2.Ability to identify upsell and expansion opportunities

3.Experience in handling contract renewals

4.Knowledge of customer success metrics and KPIs

5.ROI analysis and business case development

Qualifications:

1.10+ years of customer success or related experience, preferably in a Product SaaS environment

2.Proven track record of achieving renewal targets and growing customer accounts

3.Strong understanding of customer success metrics and renewal processes

4.Excellent communication, presentation, and negotiation skills

5.Data-driven approach to problem-solving and decision-making

6.Experience with CRM systems and customer success platforms

7.Bachelor's degree or equivalent experience