Customer Success Manager

• Lead proactive and innovative customer engagement initiatives in close collaboration with Marketing, Product, Account Management, and Sales teams.
• Cultivate strong relationships with power users and key stakeholders.
• Develop specialization in key industry verticals or customer segments.
• Stay attuned to client business objectives and market trends to identify tailored solutions.
• Deliver tailored training sessions (virtual/in-person) aligned to user roles and workflows.
• Continuously deepen understanding of Data & Research products and services, including new features and offerings.
• Act as a knowledge resource across the team by sharing best practices, campaign strategies, and leading special projects or initiatives.
• Drive user adoption and product usage growth through targeted campaigns, webinars, and one-on-one engagements.
• Maintain strong relationships across user personas.
• Analyze and evolve customer profiles within Salesforce, capturing key attributes such as departmental use, geographic presence, and business objectives.
• Partner with fellow CSMs to evaluate engagement across product areas and accounts, aligning on opportunities for coordinated outreach or specialization.
• Monitor product usage and develop account profiles including geographic/departmental presence, relationship history and business interests to support in the develop of renewal proposals and potentially identify upsell opportunities.
• Capture and synthesize client feedback, ensuring enhancement requests are routed to the appropriate product stakeholders.
• Influence product roadmaps by surfacing customer insights and trends.
• Evolve the digital customer engagement strategy to scale impact across the userbase.
• Leverage webinars, digital channels, automation tools, and data insights to drive product adoption.
• Leverage CRM and engagement platforms (e.g., Salesforce, ChurnZero) to plan, track, and optimize client interactions and campaigns.

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