Customer Success Manager

• Global Leader responsible for Customer Success and Customer Support, initially with a team of more than a dozen personnel.
• Strategically run our $50M renewal business with the goal of doubling in the next 3 years.
• Implementing a playbook-oriented approach for Customer Success.
• Provide strategic guidance to drive forward customers’ priorities and business goals.
• Own and be accountable for ensuring customer growth, customer satisfaction, and contract renewals within the full customer portfolio.
• Diligently and relentlessly benchmark to Quota results weekly, monthly, annual targets.
• Develop strong relationships with all key decision makers and influencers, including executive sponsors.
• Identify, influence, develop, and realize new opportunities for expanding your customers’ business volume.
• Translating results into actionable strategic and commercial outcomes.
• Uncover any risk that threatens the client's growth, satisfaction, or renewal; conceive and execute mitigation plans for all risks.
• Collaborate effectively with internal and external colleagues to build a best-in-class customer experience with the goal of making every customer a promoter of SimSpace and a customer for life.
• Coordinate, drive key customer communications and resolve escalations.
• Serve as the liaison between product management services, support, sales, and the customer with a focus on feature collaboration and communicating the SimSpace roadmap.
• Ensure customers don’t churn and increase growth rates by executing and improving processes and tools.
• Proactively pull, track, and analyze both quantitative and qualitative data to identify insights. Connect data to customer value and communicate a clear narrative that drives action back to your customers.

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