Scaled Customer Success Manager
Dropbox DocSend
Customer Success Manager, Google Workspace
MarketStar
full-time
Posted on:
Location: Utah • 🇺🇸 United States
Visit company websiteSalary
💰 $19 per hour
Job Level
Mid-LevelSenior
About the role
- Facilitate the smooth launch of new customer and partner solutions
- Ensure proper setup, configuration, and activation of products/services to their full potential
- Coordinate with technical stakeholders for seamless integration and customization
- Drive account-wide adoption of products and services through proactive engagements, training, and support
- Implement carefully timed, personalized playbooks triggered by customer and partner activities
- Address low end-user adoption through targeted outreach and enablement
- Share relevant resources, encourage community involvement, and send event invitations
- Combat churn through carefully planned, positive experiences across the post-sales buyer journey
- Investigate and identify potential reasons for low adoption and usage
- Engage with primary contacts to understand observed issues and offer solutions
- Schedule business reviews to realign on goals, problems, and needs
- Define next steps to drive user adoption and resolve risk issues
- Expand the revenue potential of current buyers by closing business contracts period over period
- Increase the likelihood of contract renewal by understanding and addressing potential blockers and driving product value
- Engage decision-makers early and enact renewal playbooks, generating ROI reports and success plans
- Being a cross-functional partner, working closely with account executives within each account on renewal dates, potential churn risk, and more
- Continuously analyze data and customer activity to identify opportunities for upsell, cross-sell, and account management
- Provide timely, reactive support for questions and concerns
- Deliver high-value information, product updates, and event invitations
- Ensure customer satisfaction and affinity
Requirements
- Proven experience in a customer success or account management role, ideally within a SaaS or subscription-based business model
- Strong understanding of the traditional sales funnel and post-sales customer journey
- Ability to orchestrate complex buyer experiences and drive long-term value
- Excellent communication, interpersonal, and presentation skills
- A proactive and problem-solving mindset with a focus on customer outcomes
- Ability to analyze data and identify trends to inform customer strategies
- Experience with CRM and customer success platforms (implied by data analysis and playbooks)
- Experience with onboarding and implementation processes for new solution preferred
- Familiarity with risk mitigation strategies to combat customer churn preferred
- Understanding of ROI realization in subscription models preferred
