Customer Success Manager

• Champion Customer Success: Promote and communicate the full value of Total Expert’s products and services to help customers achieve measurable results.
• Understand the Ecosystem: Gain deep knowledge of each customer’s tech stack, system integrations, and dependencies to optimize their use of Total Expert.
• Be a Trusted Advisor: Build and maintain long-term relationships by recommending workflows, best practices, and strategic guidance tailored to each customer’s goals.
• Drive Retention and Growth: Lead contract renewals and identify upsell or cross-sell opportunities within your portfolio of accounts.
• Ensure Customer Satisfaction: Monitor sentiment and engagement to proactively drive retention and reduce risk.
• Measure Success: Track and report progress toward the customer’s definition of success, demonstrating clear business value over time.
• Develop Executive Relationships: Engage with stakeholders across all levels—including executives—to understand key objectives, challenges, and performance indicators.
• Conduct Business Reviews: Lead regular strategic and operational reviews to assess outcomes, alignment, and next steps.
• Optimize Processes: Partner with customers to improve efficiencies, streamline workflows, and maximize platform productivity.
• Increase Adoption and Engagement: Drive active usage, deliver training, and promote adoption of new features and functionality.
• Advocate for the Customer: Serve as the customer’s voice within Total Expert, collaborating cross-functionally to address needs and influence product enhancements.
• Document and Report: Maintain accurate and up-to-date records of customer interactions, success plans, and engagement history within our customer success platform.
• Contribute to a Growth Culture: Continuously looking for ways to enhance customer experiences and internal processes.

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