Customer Success Manager, North America - Perfectscale

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Requirements:

• 5-7 years of customer success, account management, consulting, or software sales experience
• Self-Starter Mentality: Thrive in a fast-paced, high-growth environment with the ability to work autonomously and close deals independently.
• Hunter Mindset: Demonstrated ability to acquire new leads and strategically close deals, collaborating effectively with internal and external teams to meet targets.
• Data-Driven & Organized: Strong organizational skills with the ability to leverage modern sales tools to identify and target the right prospects at the right time.
• Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail.
• Experience discovering key goals and steering customer stakeholders with Success Plans
• Ability to interact with enterprise customer teams at various levels of technical and non-technical depth, and across multiple levels from end user through C-level stakeholders
• Experience working with cross-functional teams and communicating common customer behaviors to the sales, marketing, and product teams.
• Ability to create compelling business cases that address the customer's pain points and drive sales.
• Fluent in English with excellent verbal and written skills.
• Team Player: Excellent communication and interpersonal skills, with a collaborative approach that contributes positively to a team-focused environment.
• Integrity: We value honesty and transparency. If you're committed to putting the customer’s best interests at the heart of your work, you'll fit right in at PerfectScale.

Responsibilities:

• Gain a comprehensive understanding of the customer experience, prioritizing customer needs and adapting the journey as necessary.
• Build expertise in our technology to establish customer success best practices (e.g., defining processes, preparing presentations, generating reports, etc.).
• Manage a portfolio of customers by fostering relationships across diverse stakeholders, supporting teams to promote adoption, retention, and minimizing risks within their organizations.
• Cultivate connections at various organizational levels, including Executive Sponsors, decision-makers, and key influencers.
• Plan quarterly business reviews and conduct internal account assessments to identify risks and opportunities at least two quarters in advance.
• Collaborate with customers to create tailored Success Plans and lead effective Business Reviews to understand their business goals, key outcomes, and success metrics.
• Ensure customers achieve their objectives, guiding them through pivotal moments in their journey and demonstrating success through product adoption.
• Act as the customer’s advocate internally, working with cross-functional teams to drive successful implementation, adoption, growth, and renewals.
• Support internal operations as needed—updating customer records, reconciling billing for finance, and refining playbooks.