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.

Senior Customer Success Manager

Customer Success Manager

Senior CRM Manager

Credit Customer Success Manager

Credit Customer Success Manager