Ncontracts

Customer Success Manager

Ncontracts

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $55,000 - $65,000 per year

Job Level

Mid-LevelSenior

About the role

  • Manage a portfolio of 1,000+ customers, maintaining touchpoints and health monitoring through individual and automated outreach
  • Develop and execute customer success strategies that drive adoption, retention, and expansion across a large base of smaller-contract value customers
  • Identify at-risk accounts early through predictive analytics and implement targeted intervention strategies at scale via automated outreach
  • Drive product adoption and feature utilization across your customer base using data-driven approaches tailored to smaller business needs around new functionality and regulatory changes.
  • Coordinate daily operations, case assignments, and escalation protocols with the inside support team to deliver a terrific customer experience to your customer base
  • Foster a collaborative environment focused on customer problem solving
  • Adopt automation systems, AI, and reporting dashboards for managing high-volume portfolios
  • Partner with assigned customers to understand their business objectives and map them to product capabilities using scalable engagement models when they are identified at risk
  • Identify expansion opportunities across the portfolio of assigned accounts and collaborate with sales teams on systematic upsell initiatives to grow accounts
  • Analyze customer usage data and health metrics to proactively remediate concerns across account base
  • Serve as voice of the customer, providing aggregated feedback to product and engineering teams from customer base
  • Maintain customer satisfaction scores above 85%

Requirements

  • 3+ years of customer success, account management, or related experience in B2B SaaS with high-volume, smaller-contract portfolio management required
  • Proven track record managing very large customer portfolios (1,000+ accounts) with strong retention metrics in the smaller contract size segment
  • Advanced analytical skills with experience using CS platforms (Gainsight, ChurnZero, etc.) and automation tools for high-volume, lower-touch account management
  • Excellent communication and presentation skills with ability to engage with smaller business owners and decision-makers while taking advantage of automation tools
  • Experience with CRM systems (Salesforce, HubSpot, etc.) business intelligence tools, and customer success automation tools.