- Independently manage a book of business/portfolio across assigned territories, executing on SOPs and developing proactive strategies.
- Collaborate with cross-functional teams like Sales, Customer Support, and Customer Education to support customers and drive revenue growth.
- Lead strategic customer conversations to ensure deep understanding of product value propositions and alignment with customer goals.
- Drive advanced product adoption strategies and develop scalable solutions for common customer challenges.
- Analyze customer feedback patterns and success metrics to provide actionable insights to leadership for product and experience improvements.
- Execute sophisticated retention strategies through proactive risk assessment and mitigation planning.
- Monitor new customers through the onboarding process to ensure a smooth transition.
- Provide mentorship in CSM best practices and serve as a subject matter expert.
Data AnalysisAccount ManagementCustomer Success+1 more