Supermetrics

Customer Success Manager

Supermetrics

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida, Illinois

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Salary

💰 $80,000 - $90,000 per year

Job Level

Mid-LevelSenior

About the role

  • Supermetrics is looking for a Customer Success Manager to join our team in the US!
  • In this position, you will be responsible for overseeing the North American market while collaborating with Account Executives throughout the US to expand our business.
  • You will play an integral part of our customer success organization, which comprises teams across North America, EMEA & JAPAC.
  • As a Customer Success Manager, your primary focus will be on managing a diverse client portfolio to ensure customer needs are met and problems solved.
  • You will work closely with clients to understand their objectives and address their challenges effectively.
  • Manage a portfolio of clients, ranging from 40 to 60 customers, depending on location.
  • Oversee the entire customer lifecycle, including onboarding, adoption, renewals, growth, and advocacy.
  • Collaborate closely with both local and global Supermetrics teams, including Sales, Product, Support, Professional Services, and Solutions Engineering, to deliver tailored solutions and consultations to meet customer needs.
  • Continuously enhance your knowledge of the Supermetrics product suite and industry trends to provide valuable insights during customer interactions.
  • Encourage a collaborative atmosphere by offering assistance to colleagues and working towards shared objectives.
  • Understand clients' business goals, challenges, and objectives to provide tailored solutions and recommendations.
  • Anticipate and mitigate churn risks by identifying at-risk accounts and implementing proactive retention strategies.
  • Serve as a customer advocate internally, representing clients' interests and feedback to inform product enhancements and roadmap decisions.

Requirements

  • Minimum of 3 years of relevant experience in customer success or similar customer-centric roles.
  • Experience in SaaS, agency, or Martech industries.
  • The ability to effectively engage and communicate with everyone, from analysts to senior leaders, is essential.
  • Proficient in commercial dealings and negotiation, along with solid organizational abilities and the skill to keep track of numerous tasks effectively.
  • A capable method for overcoming difficulties, emphasizing the identification of resources and timely issue resolution.
  • Effective communication skills internally and externally to nurture customer relationships.
  • Humble attitude and openness to learning and growth, aligning with our focus on individual and team development.
  • Demonstrated proficiency in developing and growing client relationships with a focus on expansion, upselling, and renewals
  • Proficiency in English, as it is the primary language used for internal communication and customer interactions.