Manager, Strategic Customer Success
ServiceTitan
Customer Success Manager
Supermetrics
full-time
Posted on:
Location: Florida, Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $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.
