Customer Success Manager
Acuity, Inc.
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $90,000 - $106,000 per year
Job Level
Mid-LevelSenior
About the role
- Serve as a strategic partner and trusted advisor to enterprise clients, acting as the voice of the customer within HR Acuity
- Manage the customer lifecycle from implementation through renewal to ensure alignment with customer goals and measurable outcomes
- Cultivate and maintain relationships with key contacts from Buyer to Champion across assigned book of business
- Conduct Executive Business Reviews and deliver tailored success plans based on customer objectives
- Provide guidance on platform best practices; track product adoption and usage and refine engagement strategies to drive adoption
- Proactively identify and mitigate customer risk, driving cross-functional collaboration to resolve issues promptly
- Lead value-driven expansion conversations to identify cross-sell and upsell opportunities and expand customer footprint
- Own customer escalation management, working closely with support, product & engineering to resolve customer issues
- Deliver outstanding customer experiences to cultivate advocates, testimonials, and long-term customer loyalty
- Collaborate cross-functionally to champion customer needs and execute success plans supporting enterprise transformation and impact
Requirements
- Minimum of 3 years of B2B SaaS Customer Success Management, ideally in HR services
- Proven record of supporting enterprise organizations with 6,000+ employees, driving strategic engagement & growth
- Passion for driving customer success and measurable outcomes with proven success guiding customers to deliver business value
- Strong collaborator with the ability to manage multiple initiatives simultaneously, engaging effectively with internal and external teams
- Effective time management skills and a strong results orientation
- Passionate about problem-solving, relationship building, and creating customer loyalty
- Exceptional written and verbal communication skills, able to articulate thoughts clearly and persuasively
- Ability to clearly present material and effectively overcome objections
- Able to communicate with and influence multiple layers of organizations, including C-Level Leadership
- Demonstrated customer service orientation with a focus on encouraging two-way communication opportunities
- Self-motivated with the ability to take initiative and proactively identify issues/opportunities