Customer Success manager (Remote)

Drive Customer Success Outcomes

Increase renewal rates and reduce churn

Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

Drive new business growth through greater advocacy and reference-ability

Optimize Customer Lifecycle

Identify opportunities for continuous improvement

Learn from best practices in industry

Take Decisions on contentious issues during customer journey

Manage Customer Success Activities

Customer Support Management

Customer Success Management

Renewals

Billing and Collections (along with finance)

Advocating for Cross Sell and Upsell

Inspire Customer Success Across Company

Create company-wide culture of Customer Success

Align with Marketing around marketing to existing clients

Align with Product around driving product roadmap

Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

Create company-wide customer feedback loop

Align with Finance around measurement and forecasting

Align with Executive Team around key metrics and objectives

Requirements:

2+ years experience in B2B organizations

Strong empathy for customers AND passion for revenue and growth

Ability to manage influence through persuasion, negotiation, and consensus building

Ideally combined background of post-sale and sales or business experience

Excellent communication and presentation skills

Deep understanding of value drivers in recurring revenue business models

Analytical and process-oriented mindset

Demonstrated desire for continuous learning and improvement

Relevant Bachelor’s degree; preference for computer science or related degrees

Need - good excel skills. Want - good ppt skills

Handling tough situations or unhappy customers