Customer Success Manager
New
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- Project ManagementAccount ManagementCustomer SuccessSaaS
Requirements
- BA/BS degree or equivalent commercial experience required.
- Demonstrated tenure and success in an account management, sales or implementation role at a software/SaaS company.
- Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sales and marketing experts.
- Excellent organization, project management, time management, and communication skills.
- Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience.
- Strategic thinker who is comfortable in a fast-paced, always-on, highly ambiguous start-up environment.
- Proven ability to build and sell business cases to customer teams.
- Willingness to 'roll up one's sleeves' and assist wherever needed.
- Team player who will innovate to continue improving the way Zight serves its customers.
- Proven track record of owning renewals for enterprise clients in a B2B SaaS company, demonstrating the ability to ensure continued satisfaction, drive renewal rates, and contribute to revenue growth.
Responsibilities
- Develop a trusted advisor relationship with customers.
- Represent and convey the Zight value proposition to audiences ranging from Sr. Executives to technical stakeholders, driving adoption, engagement, and growth.
- Ensure internal alignment on account strategy by partnering with Account Executives, Marketing, and Executive team to engage in pre-sales motions as necessary, develop and execute customer success plans and create the conditions for adoption and expansion.
- Continually assess, document, and analyze customer progress toward stated goals and results, engage regularly with customers via strategic and operational reviews to evaluate needs and strategic direction.
- Gather customer product feedback to shape product roadmap development.
- Adapt quickly to product changes and limitations, and communicate these strategically to stakeholders.
- Implement processes around retention, referral, expansion.
- Own all renewals for enterprise clients, ensuring a seamless and positive experience throughout the renewal process.
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