Customer Success Manager

• The Customer Success Advisor is responsible for building strong consultative relationships with customers and ensuring they are optimizing their products/bundles and receiving the highest return on investment.
• The CSA will ensure customers are properly educated and communicated effectively using tech-touch and high-touch activities.
• The CSA will build customer loyalty and ensure long-term customer retention by presenting consultative product information, addressing customer issues while getting the right team members involved, and helping the sales team with upsells.
• The CSA will reduce attrition, increase customer expansion of product offerings and increase customer referenceability.
• Establish consultative and trusted relationships with customers by leveraging Vyne’s product offerings and RCM best practices while guiding them to increased utilization and expansion of Vyne’s products.
• Proactively analyze leading churn indicators and ensure tech and high-touch activities are deployed at the right time during the customer journey to increase utilization and reduce attrition.
• Identify upsell opportunities by discovering customer’s current needs and processes to drive customer expansion while increasing Monthly Recurring Revenue (MRR).
• Build and expand customer relationships while increasing customer referenceability through positive reviews, case studies, testimonials, etc.
• Elicit customer feedback and document details and examples of the voice of the customer to be shared with leadership.
• Drive and demonstrate the value a customer is receiving in quarterly business reviews.
• Proactively pursue opportunities to expand use cases and deliver additional value to grow the assigned book of business.
• Communicate with customers to meet short and long-term needs while assessing customer satisfaction and escalate any areas of concern to the appropriate teams.
• Document client activity in Vyne’s CRM.
• Track and optimize customer retention metrics, including retention, utilization, cSat, NPS, etc.

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