ProcessUnity

Senior Customer Success Manager

ProcessUnity

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $105,000 - $125,000 per year

Job Level

Senior

About the role

  • Develop and maintain long-term relationships with stakeholders in your account portfolio.
  • Work with your account teams to plan and execute long term plans to facilitate retention and growth via product and new business unit expansion.
  • Support initial onboarding of accounts with customers, ensuring strong adoption/ROI and ongoing engagement throughout the customers' lifetime.
  • Serve as product, company, and industry ambassador while educating prospects and customers on the ProcessUnity capabilities.
  • Work cross-functionally with Product, Sales, Marketing, Professional Services, Customer Support, and other teams to resolve customer business issues and work towards their stated goals.
  • Manage customer feedback and product needs by providing feature requests to internal partner teams.
  • Conduct timely quarterly, bi-annual and annual Business Reviews to ensure customers optimize our product, issues are resolved proactively, and customer goals are met.
  • Evaluate and mitigate risk for each customer and proactively address any concerns to avoid lost business and ultimately drive retention.
  • Identify and prioritize product updates that reflect customer requests, industry and competitor trends and report to key stakeholders.
  • Provide insight and relay the voice of the customer with internal teams, including Sales, Services, Marketing, Product, Customer Support, Operations, Finance and Engineering.
  • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
  • Drive renewal and revenue growth through increased product adoption and increased usage.

Requirements

  • Bachelor’s Degree, MBA or equivalent experience strongly preferred
  • 6+ years of experience in a Customer Success/Account Management role servicing enterprise accounts
  • Understanding of Third-Party Risk strongly preferred
  • Strong Project Management skills a must
  • Understanding of Enterprise SaaS business motions and customer lifecycle
  • Proven experience in building strong customer relationships at all levels of management and efficiently communicating internally/externally.
  • Proven track record of meeting and exceeding targets
  • Excellent written/verbal communication skills for technical and non-technical audiences.
  • Ability to multi-task, prioritize and perform under pressure.
  • Possesses top-notch organizational and analytical skills, especially with sales and CS industry leading CRM tools such as Salesforce and Gainsight.
  • Self-motivated team member with high accountability for delivery and commitments.
  • Able to be self-sufficient/motivated but can work as part of a team.
  • Ability to travel as needed (up to 15%).
Benefits
  • Inclusive and equitable workplace
  • Equal opportunity employer
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Project ManagementCustomer SuccessAccount ManagementThird-Party RiskEnterprise SaaSCustomer LifecycleAnalytical SkillsOrganizational SkillsCustomer Relationship Management
Soft Skills
Communication SkillsInterpersonal SkillsTime ManagementMulti-taskingPrioritizationSelf-motivationAccountabilityTeam Collaboration
Certifications
Bachelor’s DegreeMBA