Customer Success Manager

• Monitor and manage a portfolio of 20-30 client accounts to drive adoption, desired outcomes, and ultimately ensure retention and contract renewal
• Be an expert in both Litify and Salesforce in order to best advise clients and assist with on-the-spot solutioning
• Lead goal setting sessions and assist implementation teams in preparing clients for a successful launch
• Partner with clients to provide best practices, lead creative problem solving, and recommend appropriate Litify, Salesforce and App Exchange solutions
• Monitor customer health to track adoption and customer satisfaction
• Identify at-risk accounts, and in coordination with your manager, develop and deliver on customer remediation plans
• Coordinate between clients and Litify internal and partner resources to drive adoption and create opportunities for expansion
• Identify opportunities for documenting success stories for our Marketing team
• Maintain high levels of customer engagement and satisfaction
• Build strong executive relationships with main stakeholders and serve as a point of escalation if necessary
• Measure success by continued expansion of Litify and Salesforce across your customers’ organization and workflow

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