Customer Success Manager I

Job Description

Job Description

Description : About Us

Our client is a fast-growing startup specializing in predictive retail analytics and is seeking an experienced and tech-savvy Customer Success Manager to join our team. In this crucial role, you will serve as our customers’ named resource and foster a long-term business partnership. You will develop deep relationships with customer teams, leveraging your retail and analytics expertise to drive platform adoption and improve customer health.

The equation for success : Platform Adoption + High Engagement = Revenue Retention. As a Customer Success Manager, you will be key in ensuring this equation holds by driving customer engagement and facilitating continuous value delivery from the platform.

Qualifications Statement

While having “desired” qualifications makes for a strong candidate, we encourage applicants with alternative experiences to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering our client. We are always looking for people who will bring something new to the table! With a passion for working with customers, to ensure seamless renewals.

You will be :

• Supporting and collaborating with cross-functional teams, including Product, Engineering, and Support, to ensure seamless onboarding and training for new customers.
• Effectively aligning with and managing both Business & Technical Stakeholders around customer goals, ensuring value is delivered through the organization.
• Supporting and collaborating with cross-functional teams to ensure seamless onboarding and training for new customers.
• Manage a portfolio of accounts with an annual recurring revenue of $1M to $1.5M.
• Customer Outcome Objectives and Success Plans : Partner with Account Executives and Solution Engineers to understand client business drivers and outcome objectives and partner with clients to develop success plans and outline value expectations.
• Renewal and Retention Management : Support the renewal process to ensure customer retention targets are met and exceeded.
• Mitigate Churn : Monitor product usage and adoption, identify potential areas of concern and develop mitigation strategies such as proactive outreach, personalized support, or executive business reviews to ensure a high renewal rate.
• Cross-Sell and Expansion : Collaborate with the sales team to identify opportunities for additional licenses, features, and services within existing customer accounts.
• Data Analysis : Utilize data-driven insights (root cause analysis) to monitor customer health, identify trends, and implement proactive measures to enhance customer success.
• Thought Leadership : Support thought leadership, which drives cross-functional collaboration, improvements to processes, and accelerated customer value realization.

Requirements :