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Senior Customer Success Manager

Posted 4 months agoInactiveViewed

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💎 Seniority level: Senior, At least 8 years

📍 Location: United States

🔍 Industry: SaaS

🏢 Company: ArcSite👥 11-50💰 Angel over 10 years agoConstructionSalesCADSoftware

🗣️ Languages: English

⏳ Experience: At least 8 years

🪄 Skills: Project ManagementBusiness DevelopmentStrategyCommunication SkillsCollaborationSaaS

Requirements:
  • Bachelor's degree required.
  • At least 8 years of experience in customer success with SaaS companies focused on mid-market/enterprise customers.
  • Proven track record of retaining and growing strategic relationships with accounts.
  • Experience deploying data-driven Quarterly Business Reviews (QBRs).
  • Exceptional communication skills, both written and verbal, and the ability to engage with both technical and executive audiences.
  • Ability to think creatively, adapt to changing circumstances, and maintain a customer-centric focus.
  • Strong project management skills with a focus on meticulous attention to detail, adherence to timelines, and delivery of high-quality work.
  • A growth mindset with a genuine enthusiasm for assisting others.
Responsibilities:
  • Build and maintain strong relationships within assigned accounts.
  • Foster customer satisfaction and loyalty by demonstrating a deep understanding of customers' critical business issues and needs, while delivering products and solutions that help them achieve their business objectives.
  • Conduct QBRs and discovery calls to uncover additional upsell / cross sell opportunities.
  • Track account metrics and align product capabilities with customer goals while collaborating with internal teams to identify business development opportunities.
  • Collect data around client workflows, goals, and experience with the ArcSite software.
  • Create and implement strategic account plans to boost customer retention and foster growth.
  • Lead contract renewals and negotiation discussions.
  • Educate customers on the use and benefits of ArcSite solutions.
  • Manage escalations and promptly resolve customer issues.
  • Act as a customer advocate by capturing feedback and relaying product requests to Product Management and Engineering teams.
  • Develop and share best practices with team members to improve the quality, effectiveness, and efficiency of our customer support.
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