Customer Success Manager

• Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternative solutions tailored to individual needs.
• Serve as the primary interface to manage and resolve any critical situations
• Serve as an Ambassador, educating customers on the capabilities of ActionStep to ensure they are leveraging ActionStep effectively and finding value in our services
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.
• Proactively drive accounts with minimal oversight.
• Be a customer advocate while capturing customer feedback and reporting requests to key ActionStep stakeholders
• Meet regularly with customers in person.
• Identify, prioritize and communicate product/service updates that reflect customer requests, working closely with Enablement, Sales, Support, Billing, and other teams to ensure an exceptional customer experience
• Identify and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Help drive customer strategy and maintain account direction working collaboratively with the Customer Success organization
• Facilitate quarterly business reviews (QBR’s) with all assigned accounts 40+
• Maintain a revenue base by managing account retention and renewal
• Drive upgrade revenue through increased product adoption and increased usage
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal and account growth
• Update and maintain Customer Success database (Churn Zero) with the most relevant account details

Customer Success Manager

Customer Success Manager

Senior Customer Success Manager

Customer Success Manager

Senior Customer Success Manager, Major Accounts