Customer Success Manager

New

United StatesFull-TimeMiddle

SalaryAt least 100,000 USD per year

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Job Details

5+ years of relevant, client-facing experience in customer success, account management, or consulting
Strong background working with government or public sector clients
Proven ability to influence senior stakeholders and present strategic recommendations to executives
Operates with a bias to action and enthusiastically embraces change management
Strong account management skills with a track record of managing complex, multi-stakeholder initiatives
Experience with SaaS/cloud-based applications and digital transformation programs
Excellent communication, presentation, and interpersonal skills
Demonstrated ability to create and execute adoption and success plans that drive measurable business outcomes
Skilled in developing product use cases and guiding customers on best practices

Own and manage a portfolio of accounts with clear alignment at the project, program and leadership levels.
Consultatively drive adoption by implementing success plans, building and expanding relationships, and delivering valuable performance insights.
Track customer utilization and adoption metrics, highlighting trends or risks to the CSM team.
Prepare dashboards, meeting summaries, and materials for QBRs/EBRs.
Hold Strategic/Executive Business Reviews to ensure value is realized at the leadership level.
Identify and support expansion opportunities by working with Sales to increase customer adoption and business objectives.
Collaborate with Product, Support, and Professional Services teams to ensure customers receive coordinated, consistent service.
Identify and facilitate training sessions, webinars, and resources that guide customers to increased adoption and best practices.

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