Lead, Customer Success Manager

10+ years experience in customer success management (or related experience) SaaS and startup company experience Business acumen: diagnose business challenges and develop and implement success plans Managed complex and large enterprise accounts Cultivated strong relationships: from the program team to the executive sponsor and key stakeholders Thrived in a quickly changing environment Expert in CSM best practices Exceptional communication and organizational skills Experience with the business side of the renewals process, value driven conversations, ability to spot and qualify expansion opportunities Highly enthusiastic, creative, and collaborative with intellectual curiosity and learning attitude Exemplary leadership and maturity in all aspects of work--both internally and externally Ability to influence through persuasion, negotiation, and consensus building Ability to travel up to 20%

Manage complex Enterprise and Commercial client relationships throughout the post-sales customer lifecycle Serve as a trusted advisor by building relationships across your portfolio of customers Influence teams through high level of integrity and cross-functional collaboration Drive user-level adoption of the platform throughout customer engagements Serve as the voice of the customer internally Develop champions / evangelists to serve as references Maintain high levels of customer engagement and satisfaction Develop and maintain a clear understanding of the organizational and leadership structure of customer organizations Drive strategic initiatives for customers’ long-term intranet program Assess the health of the account by tracking product adoption, building supporting success metrics and measurement Partner closely with Product team to translate business needs and product requirements into new solutions for customers Lead initiatives with other teams to create or improve processes Work closely with cross-functional team to ensure potential business opportunities and product development opportunities are reported and maximized Keep customers and internal people on schedule to deliver customer initiatives Maintain comprehensive account notes