Customer Success Manager

• Champion customer success across assigned accounts to drive full renewal and long-term loyalty to Keyloop.
• Deliver business impact and innovation to a customer’s business by truly understanding the customers’ key business challenges and opportunities.
• Build and nurture senior executive (including C-level) relationships across assigned accounts to solidify our partnership and commitment to the customer.
• Work closely with the Sales organizations to develop growth and retention plans.
• Foster strong customer relationships enhance adoption, ensure retention and increase overall customer satisfaction.
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Advocate for customer needs/issues cross-departmentally to ensure a seamless experience.
• Represent the customer voice across all areas of Keyloop.
• Maintain a broad understanding of Keyloop’s value proposition and products to discuss with customers, with a view to encourage interest in upgrades and additional products and/or services.
• Travel to customer sites as required. May be called upon during off-hours to become actively involved in resolving a customer issue.
• Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction.
• Take ownership of showcasing business & product performance metrics & KPIs – always being transparent on areas of improvement & opportunities for digital evolution whilst driving positive outcomes for our customers.
• Accountable for Customer Success Plans & ownership of all associated goals.
• The success metrics in this role will include customer satisfaction (NPS), revenue attrition rates, and product & feature adoption.

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