Customer Success Manager
Equifax
full-time
Posted on:
Location Type: Hybrid
Location: Louisville • Kentucky, Montana • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Serve as the primary trusted advisor and advocate for key client stakeholders, ensuring long-term success, strategic alignment, and maximum value realization from Equifax solutions
- Proactively monitor and maintain customer health, leading executive service reviews (QBRs/ABRs) to quantify realized business value and drive adoption, usage, and net retention
- Act as the high-level point of contact for complex issues, providing clients transparency on the status of issues/requests and translating customer needs into technical requirements for internal teams
- Own the full strategic contract renewal cycle for the assigned portfolio, developing data-backed retention strategies and utilizing relationship health indicators to drive successful deal closure
- Actively identify and position opportunities for product penetration and expansion, working with Account Executives (AEs) using strategic account planning frameworks (e.g., GOST) to drive growth
- Champion the voice of the customer to inform product roadmaps, coordinate internal Center of Excellence (COE) teams, and drive enhancement prioritization based on documented user needs
- Educate clients on the business value of solutions and deliver comprehensive training and subject matter expertise, including periodic travel for on-site customer training sessions and conferences
- Drive customer advocacy in resolving issues and serve as the strategic liaison for complex support tickets
Requirements
- 5-7 years of experience in Customer Success, Account Management, or a Strategic Consulting role (required) within the SaaS or Public Sector technology space (preferred)
- Proven track record of managing and successfully renewing multi-year, large-scale enterprise contracts, demonstrating strong financial acumen in retention
- Demonstrated experience in developing and delivering data-driven business reviews (QBRs/ABRs) and value presentations to executive-level stakeholders
- Expertise in leveraging CRM systems (e.g., Salesforce) for account planning, forecasting, and tracking customer health metrics
- Experience working with complex, multi-divisional, multi-geographical customers
- Bachelor's degree in a related discipline or equivalent experience
- Ability to travel periodically for client meetings, business reviews, conferences, and training events
Benefits
- comprehensive compensation and healthcare packages
- 401k matching
- paid time off
- organizational growth potential through our online learning platform with guided career tracks
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementstrategic consultingcontract renewaldata-driven business reviewsvalue presentationsfinancial acumenaccount planningforecastingcustomer health metrics
Soft skills
trusted advisorstrategic alignmentcommunicationproblem-solvingrelationship managementadvocacytrainingcollaborationleadershipcustomer advocacy