Customer Success Manager
Digital.ai
full-time
Posted on:
Location Type: Remote
Location: United States
Visit company websiteExplore more
Salary
💰 $85,000 - $95,000 per year
About the role
- The Customer Success Manager is responsible for leading the entire customer journey from the moment a new customer comes on board.
- This entails the critical on-boarding process (training, implementation oversight), through the maintenance phase and relationship building (cadence calls, EBRs, value realization, support escalation), to renewal and upsell.
- The Customer Relationship – you will be the first person the customer will think of to call.
- Cadence calls – once a customer is onboarded, we need to keep in regular contact with daily users to make sure desired outcomes are being met and adoption is appropriate.
- Customer experience – you understand the importance of the overall experience of the customer with our products and services and actively coordinate our efforts to assure the best possible experience for the customer stakeholders.
- Renewal – customer success is ultimately responsible for the renewal. If you’re doing the job accurately, the renewal should never be in question. You’ll open the renewal conversation and route it appropriately.
- Upsell – identifying customer buying signs and recognizing when a customer needs to buy additional licenses or products. You will hand those opportunities to the sales team to close.
Requirements
- Bachelor’s degree or equivalent in related field
- 3+ years in a customer facing role (customer success, sales, etc.) working with B2B enterprise customers
- Project management driving onboarding and implementation
- Experience running a book of Fortune 2000 customers (preferred)
- Experience working at a software company (technical interface role preferred)
- An understanding of CRM tools like Salesforce, Gainsight, Zendesk, etc.
- Knowledge of Value Stream Management (Agile, DevOps, Security preferred)
- Proven knowledge of agile and lean methods from the team to enterprise level
- Preferably located on East Coast. Will consider Eastern/Central US located candidates.
Benefits
- 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementcustomer successonboardingimplementationagile methodslean methodsB2Bupsellingrenewal managementcustomer experience
Soft Skills
relationship buildingcommunicationorganizational skillsproblem-solvingcustomer advocacyvalue realizationsupport escalationinterpersonal skillsadaptabilitycollaboration
Certifications
Bachelor’s degree