Customer Success Manager

• Manage and host regular customer meetings and calls, meet customers in-person at various points throughout the year, primarily in the US
• Build a detailed understanding of the customer’s organization to develop and maintain strategic account plans, identifying opportunities for ARR growth, renewal or adoption risks, relationship expansion, executive engagement, and strategies to improve customer satisfaction
• Own the commercial relationship with the customer including hosting QBRs and using these to discuss key opportunities relating to upcoming renewals, expansions or additional countries that may require Dayshape’s services
• Create, maintain and distribute monthly status reports, health scores and other key metrics
• Manage stakeholders throughout the customers organization, ranging from super users, product owners, resource managers, and C-suite (including CIO)
• Monitor and encourage product usage, proactively identifying where to provide training or resources to increase adoption and help customer stakeholders to measure their ROI
• Nurture customers into becoming advocates who can provide testimonials, case studies, or even referrals
• Participate during Dayshape implementation, working closely with the Professional Services team
• Provide regular training sessions, webinars, or workshops to customers to ensure they are maximizing their use of Dayshape and to showcase new features
• Align internal resources to drive outcomes with your customers, including stakeholders in Product, support, and operations
• Provide a feedback loop to our Product department to help them better understand customer needs and shape the roadmap accordingly, ensuring our enhancement backlog is appropriately prioritized and representative of the needs of all our customers
• Proactively communicate any changes or product updates to the customer and collect and share feedback as the voice of the customer within Dayshape

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