Customer Success Manager

Posted about 12 hours agoViewed

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💎 Seniority level: Manager, 5+ years

📍 Location: United States

🔍 Industry: SaaS

🏢 Company: Titan Cloud

🗣️ Languages: English

⏳ Experience: 5+ years

🪄 Skills: Project ManagementSQLData AnalysisProduct AnalyticsCI/CDRESTful APIsPresentation skillsAccount ManagementSales experienceData visualizationStakeholder managementTechnical supportCRMCustomer supportCustomer SuccessSaaS

Requirements:

At least 5 years of experience in a high growth technology firm (preferably SaaS) in Customer Success, Account Management, Consulting or Engagement Management
Proven track record of managing six to seven-figure engagements with enterprise customers and deliver outcomes for the customers that result in material ACV/ARR growth
A strategic thinker and creative problem solver
Analytical and detail oriented
Exceptional stakeholder management skills and be able to manages complex relationships with customers and partners
Has superior organizational skills and the ability to prioritize and deliver on multiple priorities
Strong technical aptitude and a passion for technology - ability to understand and explain complex technical products or issues
Be able to work in a high growth environment and comfortable navigating through ambiguity
Bachelor's degree in Business, Computer Science or related field

Responsibilities:

Own the ultimate success for a portfolio of Titan Cloud’s customer base; this includes seamless customer onboarding, project success, retention, and renewal
Define, drive, and demonstrate the value (ROI) delivered to Titan Cloud’s customer base
Define and oversee lifecycle processes/touchpoints, including exec sponsor program, EBR/QBR process, and “listening” points (e.g. on usage, program effectiveness)
Find ways to deeply understand our customers’ objectives and become a trusted right-hand advisor
Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth
Proactively monitor customer engagement and program effectiveness to identify potential risks and prevent customer churn
Drive and continuous improvement of customer reference ability, experience and health
Work closely with sales to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
Partner with the Customer Success Team to create and enhance repeatable processes, presentations and playbooks
Personally manage customer escalations and methodical approaches towards resolution
Track customer metrics and maintain customer health scorecards with clear action plan

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