Job Description
We are seeking a customer-centric and highly motivated individual to join our Customer Success Team. The Customer Success Manager (CSM) is responsible for building strong relationships, product knowledge, project management and organizational skills, as well as a high degree of empathy to ensure customer satisfaction with ProcessUnity’s service.
You will maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their business needs to drive fast adoption/ROI and maintain ROI throughout the customer lifecycle. You will be expected to meet and exceed net revenue retention (both retention and expansion). This is a cross-functional role, working closely with Product, Sales, Marketing, Professional Services, Customer Support, and other teams to close the feedback loop on customer and market needs.
What You'll Do:
Develop and maintain long-term relationships with stakeholders in your account portfolio. Work with your account teams to plan and execute long term account plan needs to facilitate retention and growth via product and new business unit expansion. Support initial onboarding of accounts with customers, ensuring strong adoption/ROI and ongoing engagement throughout the customers lifetime. Serve as product, company, and Industry ambassador while educating prospects and customers on the ProcessUnity capabilities. Work cross-functionally with Product, Sales, Marketing, Professional Services, Customer Support, and other teams to resolve customer business issues and work towards their stated goals. Manage customer feedback and product needs by providing feature requests to internal partner teams. Conduct timely quarterly, bi-annual and annual Business Reviews to ensure customers optimize our product, issues are resolved proactively, and customer goals are met. Evaluate and mitigate risk for each customer and proactively address any concerns to avoid lost business and ultimately drive retention. Identify and prioritize product updates that reflect customer requests, industry and competitor trends and report to key stakeholders. Provide insight and relay the voice of the customer with internal teams, including Sales, Services, Marketing, Product, Customer Support, Operations, Finance and Engineering. Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal and account growth. Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes. Drive renewal and revenue growth through increased product adoption and increased usage. Desired Experience & Skills:
Bachelor’s Degree, MBA or equivalent experience strongly preferred. 6+ years of experience in a Customer Success/Account Management role servicing enterprise accounts Understanding of Third-Party Risk strongly preferred Strong Project Management skills a must Understanding of Enterprise SaaS business motions and customer lifecycle Proven experience in building strong customer relationships at all levels of management and efficiently communicating internally/externally. Proven track record of meeting and exceeding targets Excellent written/verbal communication skills for technical and non-technical audiences. Ability to multi-task, prioritize and perform under pressure. Possesses top-notch organizational and analytical skills, especially with sales and CS industry leading CRM tools such as Salesforce and Gainsight. Self-motivated team member with high accountability for delivery and commitments. Able to be self-sufficient/motivated but can work as part of a team. Ability to travel as needed.
