Account Manager Customer Success
You will be responsible for shaping the future lifetime value of customers by ensuring higher product adoption, customer satisfaction, and overall health scores. Your role will involve driving Customer Success Outcomes, increasing renewal rates, and reducing churn. Additionally, you will be expected to expand revenue in accounts through cross-selling and up-selling, as well as driving new business growth through greater advocacy and reference-ability. As part of your responsibilities, you will define and optimize the customer life-cycle by mapping the customer journey, developing listening points, standardizing interventions, and identifying opportunities for continuous improvement. You will also manage various Customer Success activities such as on-boarding, training, professional services, customer support, renewals, cross-sell / up-sell, and advocacy. To measure the effectiveness of Customer Success, you will define operational metrics for the team, establish a system for tracking metrics, and create a cadence for review within the team. It will be your responsibility to lead a world-class Customer Success Team by recruiting experienced leaders, attracting high-potential team members, and fostering collaboration within the team. Enhancing effectiveness and efficiency through technology will also be a key aspect of your role, as you will need to support systems, customer marketing software, reference and advocacy solutions, and a Customer Success Management platform. You will be required to inspire Customer Success across the company and align with various departments such as Marketing, Product, Sales, Finance, and the Executive Team. The ideal candidate for this position will have at least 5 years of experience in leading customer-facing organizations, with the ability to manage influence through persuasion, negotiation, and consensus building. A combined background of post-sale and sales experience is preferred, along with a strong empathy for customers and a passion for revenue and growth. Analytical thinking, continuous learning, effective communication, and excellent presentation skills are essential qualities for this role. A relevant Bachelor's degree, preferably in computer science or related fields, is also desirable.,
