The Customer Success Manager (CSM) is the key partner helping customers achieve their strategic objectives and extract maximum value from their investment in our products.
CSMs drive adoption, retention and expansion of our products and services by being a trusted advisor to our customers. They are experts on our products and technology, experimentation strategy and on growing a culture of experimentation.
CSMs accomplish this by being empathetic and seeking to understand our customers' challenges and needs, and respond with a problem solving mindset.
By relying on past experience, business acumen, and keen project management skills, CSMs are the driving force that enable our customers to build a highly valuable experimentation program.
Additionally, the CSM serves as the liaison between us and the customer facilitating collaboration with Product, Engineering, Sales, Professional Services and others to be the voice of the customer within our company.
As a Customer Success Manager you will :
In partnership with Account Executives, own the overall relationship with assigned clients in a blended portfolio of 15-20 Enterprise customers, focusing on : growing adoption and ensuring retention, expansion and satisfaction.
Work with customers to build and execute on a success plan that establishes critical goals and key performance indicators for their experimentation program.
Ensure customers adopt best practices for both running their experimentation program and in using our platform
Aid customer teams in exposing program value to their organization
Support the development of the Customer Success Management team by mentoring and inspiring fellow CSMs through example and professional and personal experiences
Drive accountability for deliverables internally and among customer and partner teams
Assess and provide perspective on customer challenges related to technical implementation, experimentation strategy and building a culture of experimentation.
Through regularly conducted touchpoints, establish a trusted / strategic advisor relationship with assigned customers and drive continued value of our solution and services.
Coordinate appropriate resources for each meeting to obtain the desired outcome.
Identify and develop opportunities for new usage of our product across organizational functions and business units.
Educate and advise on potential use cases for new or unused features of our platform.
Manage account issues and escalations
Maintain your own current functional knowledge and technical knowledge of our platform.
Collaborate with services to produce and implement solutions to customer challenges
Collect product feedback and advocate for customer needs within the company.
Stay on top of industry news, technology products, platforms and partners to provide and maintain a deep industry and ecosystem expertise
About you :
3+ years of experience in a related function with direct customer contact and engagement experience, in a pre-, post-sale or professional services function, preferably at a SaaS-based company.
You are curious and have a deep desire to continuously improve and learn, with proven capacity to quickly absorb new concepts and technologies, preferably hands-on.
Strong technical, analytical, and problem solving skills. Ability to tie business problems to technical solutions and understand technology value propositions.
You feel comfortable leading presentations and walk-throughs of our platform to large groups, both technical and non-technical.
In-person and virtually.
You have excellent communication skills. You easily build rapport with technical and non-technical stakeholders, including those at the executive level.
Prior experience in a Customer Success Manager Role or equivalent with a history of increasing satisfaction, adoption, and retention.
Familiarity working with clients of all sizes, especially large enterprise organizations
Experience working with with web or mobile app product and development teams
Experience with A / B testing / Experimentation and statistical methodologies
Project and stakeholder management experience & skills
Ability to use Optimizely is a plus
Ability to travel up to 20% of the time to visit customers
Product Adoption and Net Expansion