Customer Success Manager
New
M
M-FilesSaaS, Information Management
United States, CST/EST PreferredFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- Change ManagementCustomer SuccessSaaSAccount Management
Requirements
- Demonstrated experience in Customer Success, Account Management, Professional Services, or Consulting within a SaaS business model.
- Experience building and managing trusted relationships with customer stakeholders and executive-level contacts.
- Strong understanding of SaaS business models, including subscription software, services, adoption, and renewals.
- Strong business acumen with the ability to understand customer objectives and connect technology solutions to business value.
- Strong technical aptitude and ability to learn new concepts quickly.
- Strong project and change leadership skills.
- Exceptional verbal and written communication skills.
- Strong presentation, facilitation, collaboration, and organizational skills.
- Ability to lead virtual meetings with diverse audiences.
- Ability to manage multiple customer priorities while maintaining attention to detail.
Responsibilities
- Build trusted-advisor relationships with customer stakeholders and executive sponsors.
- Co-create customer success plans by defining goals and success criteria, tracking progress through regular business reviews.
- Drive adoption and ROI by understanding customer pain points and coaching customers toward best practices.
- Own customer health metrics such as NPS, adoption/consumption, and engagement.
- Identify and mitigate risks to customer outcomes, coordinating with internal teams to resolve escalations.
- Spot growth and expansion opportunities and partner with Sales to help convert them.
- Serve as the voice of the customer internally to help shape the product roadmap.
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