Director- Strategic Account Growth

As a Customer Success Manager at Kapture, your primary responsibility will be to enhance the customer experience, increase customer retention, and introduce clients to new products and services that elevate their satisfaction levels. You will have a direct interaction with existing customers to ensure they receive maximum value from our solutions. Here's a breakdown of your key responsibilities: - Develop and implement strategies to maximize customer retention and Net Revenue Retention (NRR). - Build enduring relationships with customers, onboard them to new services, and drive expansion. - Own and drive customer success metrics related to retention and growth. - Conduct regular business and value metric reviews with clients to ensure top-notch customer experience. - Collaborate with various teams like product, support, and marketing to address customer concerns and drive continuous engagement. In your role, you will focus on three key areas: Drive Engagement: - Influence Senior Management/Team on new tools and solutions. - Monitor and support customers throughout their subscription period. - Identify usage gaps and provide actionable solutions. - Establish value-based relationships and create customer champions. - Conduct Strategic Business Reviews (EBRs and QBRs) to communicate product value and ROI. - Set development goals, plan success outcomes, and execute them effectively. - Identify success milestones and participate in regular account reviews. Drive Expansion: - Foster strong relationships with customers to ensure satisfaction and boost revenues. - Identify and close new sales opportunities within existing customer base. - Facilitate renewal closures and explore upselling and cross-selling opportunities. - Identify new business use cases for Kapture solutions and create mutually beneficial outcomes. Achieve Advocacy: Internal: - Collaborate with the product team on customer feedback to refine the product roadmap. - Optimize internal processes and enhance Customer Success initiatives. External: - Work with customer operations and marketing teams to execute customer surveys and case studies. - Drive customer advocacy through reviews, testimonials, and customer meetups. Key Performance Indicators (KPIs): - Advocacy: Average Customer Satisfaction (CSAT) Reference Activities. - Revenue Contribution: Number of upsell/cross-sell opportunities qualified. - Health Overview Metrics: Quarterly Business Reviews (QBR) and Monthly Business Reviews (MBR). - Transactional Excellence: Renewals. With over 10 years of experience, this role at Kapture will allow you to make a significant impact on customer satisfaction, retention, and revenue growth in a dynamic and globally expanding organization.,