SPOTIO

Customer Success Manager

• Ensure customers are achieving their desired outcomes and helping them derive value from the platform.
• Understand customer pain points, provide appropriate solutions, assist with technical support and training.
• Guide customers in maximizing the software's utilization based on their business needs.
• Maintain a 98% customer retention rate.
• Proactively manage at-risk accounts to mitigate churn.
• Identify and understand key churn indicators, taking preemptive action when necessary.
• Execute internal renewal process and identify upsell/expansion opportunities.
• Manage appropriate cadence call expectations & executive business review (ERB) expectations.
• Maintain a regular EBR schedule attended by customer decision makers.
• Understand & manage key account health indicators.
• Use adoption information for customer syncs and complete regular account health checks on the customer base.
• Understand the product functionality and applicable customer use cases.
• Lead Trainings for all customer role types as needed.
• Maintain task management and note keeping on all customer accounts & playbooks.
• Ensure processes that need updating or creating are completed.