Eptura

Strategic Customer Success Manager, Partner Alliances

Eptura

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Own a portfolio of accounts: Understand growth drivers, identify opportunities, and manage risks across your book of business.
  • Achieve retention targets: Meet and exceed net retention and gross churn goals by quantifying customer business value and demonstrating ROI.
  • Build strong stakeholder relationships: Develop long-term partnerships and navigate challenging conversations with confidence.
  • Drive post-sale success: Lead onboarding, user adoption, and retention efforts to ensure overall account health.
  • Execute customer journey touchpoints: Deliver roadmap reviews and cadence communications, logging all activity in CRM systems.
  • Leverage health analytics: Use data to identify expansion opportunities, churn risks, and satisfaction drivers.
  • Proactively manage account risks: Collaborate with stakeholders to mitigate risks and maintain customer health.
  • Coordinate cross-functional support: Assemble internal teams to deliver recovery plans for distressed accounts.
  • Identify usage patterns: Spot trends to improve organizational adoption of company solutions.
  • Support renewals: Partner with renewal and account management teams as needed.
  • Contribute to customer marketing: Help build a library of success stories, testimonials, and reviews.
  • Participate in CS operations projects: Address gaps in the customer journey through strategic initiatives.
  • Support enablement initiatives: Provide feedback and assistance to the enablement team.
  • Maintain accurate records: Ensure forecasting and data integrity in Salesforce and CS tools.

Requirements

  • Customer success is your priority: You define success by customer outcomes, long-term health, and reliable execution.
  • Customer-centric mindset: You’re passionate about delivering exceptional experiences.
  • Data-driven approach: You’re comfortable analyzing data and spotting patterns.
  • Adaptable and open to change: You embrace new processes and continuous improvement.
  • Tech-savvy and curious: You enjoy learning and understanding products from a user perspective.
  • Industry-aware: You follow trends and use insights to enhance conversations.
  • Metrics-focused: You understand key metrics like Gross Retention, Net Retention, NPS, and health scores.
  • Excel proficient: You can interpret and analyze data effectively.
  • Performance-oriented: You stay current on best practices to improve adoption, satisfaction, and revenue.
  • **Preferred Qualifications**
  • Experience with CS tools: Familiarity with Salesforce, ChurnZero, PlanHat, Totango, and/or Gainsight.
  • Customer Success expertise: Proven success managing a book of business and understanding CS as a discipline.
  • Results-driven mindset: Strong background in Customer Success or related Customer Experience functions.
Benefits
  • - Health, Dental, Vision & Pet Insurance
  • - Dependent, Spousal and Domestic Partner coverage available
  • - Up to $1000 Company HSA Contribution
  • - Medical, Dependent Care and Limited FSA Accounts
  • - Income Protection and Replacement - 100% Company Paid
  • - Short Term Disability
  • - Long Term Disability
  • - Life Insurance
  • - Employee Assistance Program
  • - Flexible PTO
  • - 401K with company match
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysiscustomer journey mappingaccount managementcustomer retention strategiesmetrics analysisforecastinguser adoption strategiesrisk managementperformance improvement
Soft Skills
customer-centric mindsetadaptabilityrelationship buildingcommunicationproblem-solvingcollaborationstrategic thinkingperformance orientationcuriosity