Senior Customer Success Manager
PublicInput
full-time
Posted on:
Location Type: Remote
Location: North Carolina • United States
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Job Level
About the role
- Manage complex, high-stakes customer environments that may include technical challenges, evolving requirements, and heightened executive visibility.
- Gain a deep understanding of each customer’s strategic and operational goals. Develop short and long range plans that promote maximum value and align PublicInput’s full suite of capabilities.
- Identify barriers and promote creative solutions to help the customer achieve desired outcomes and their definition of success.
- Translate knowledge of public engagement best practices into credible recommendations that help influence the execution and effectiveness of the customer’s outreach efforts.
- Identify areas of opportunity within the portfolio for expansion across the enterprise and breadth of product offerings. Work cross functionally to develop and present the optimal feature packages and messaging.
- Ensure maximum users and exclusivity of core modules.
- Grow and cultivate strong customer sentiment by developing trust over time and delivering consistent follow-through.
- Represent the voice of the customer and act as the quarterback internally by escalating through appropriate channels and levels to ensure their challenges and expectations are heard and acted upon.
- Own the end-to-end renewal process, partnering closely with Finance throughout the 120 day renewal cycle to surface account nuances and proactively address renewal risk.
- Monitor account health and engagement signals to identify, mitigate and escalate risk early.
- Create and execute targeted playbooks to stabilize at risk accounts and strength renewals.
- Develop strong referenceable customers.
- Promote customer engagement with PublicInput events and customer panels.
Requirements
- Minimum 7-10 years of experience Customer Success, preferably in a fast moving, evolving SaaS environment
- Ability to converse and influence at senior levels both internally and externally
- Track record of achieving expansion, upsell and cross sell sales goals
- Track record of achieving retention goals
- Public sector experience a plus
- Public engagement experience a plus
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successSaaSupsellcross sellretentionaccount managementrisk mitigationplaybook developmentpublic engagement
Soft Skills
influencingcommunicationtrust buildingproblem solvingcollaborationstrategic planningcustomer relationship managementexecutive visibilitycreativity