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Customer Success

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💎 Seniority level: Senior, 7+ years

📍 Location: United States

🔍 Industry: Customer Success

🏢 Company: Standard Metrics👥 51-100💰 $23,700,000 Series A about 3 years agoInformation ServicesFinancial ServicesFinanceFinTech

🗣️ Languages: English

⏳ Experience: 7+ years

🪄 Skills: Communication SkillsCustomer serviceRESTful APIsNegotiationPresentation skillsProblem-solving skillsAccount ManagementTeamworkClient relationship managementCross-functional collaborationRelationship managementSales experienceStakeholder managementStrategic thinkingCRMCustomer SuccessSaaS

Requirements:
  • 7+ years of relevant experience in a client-facing role, ideally within customer success or account management
  • Track record of developing strategic relationships with customers, identifying business goals, and driving value realization in order to ensure customer retention and reference-ability
  • Experience managing and closing renewals and upsells
  • Strong executive presence and ability to successfully navigate all levels of customer organizations
  • Experience presenting to C-level executives and an ability to influence internal and external decision-makers
  • Ability to work in a high-growth environment with a willingness to tackle projects and work independently
  • Strong time management and prioritization skills, a natural empathy for customers, and excellent written and verbal communication abilities
  • Passion for technology, startups, entrepreneurship, and/or venture capital is a plus
Responsibilities:
  • Cultivate long-term relationships with customers and connect with key stakeholders across the business, from senior executives to power users
  • Develop a deep understanding of the customer’s business requirements, challenges, and goals in order to drive successful outcomes including increasing customer lifetime value and collaborating with customers to provide references and testimonials
  • Proactively manage relationships throughout the customer lifecycle, from deployment and adoption to growth and contract renewal
  • Drive platform utilization across customer teams and provide best practice recommendations to help further platform adoption
  • Own renewals and upsells for your assigned book of customers, proactively identifying and addressing churn risk, and accurately forecasting future revenue growth
  • Lead recurring Partnership Reviews to align on business priorities, review product usage and insights, and provide an overview of our Product Roadmap and relevant upcoming enhancements
  • Be a champion for our customers with our Product and Engineering teams, ensuring their voices and needs are heard and prioritized
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