Be an expert in both Litify and Salesforce in order to best advise clients and assist with on-the-spot solutioning
Monitor and manage a portfolio of Mid-Market and SMB clients, meeting with them individually to drive adoption, desired outcomes, and ultimately ensure retention and contract renewal
Lead goal setting sessions and assist implementation teams in preparing clients for a successful launch
Partner with clients to provide best practices, lead creative problem solving, and recommend appropriate Litify, Salesforce and AppExchange solutions
Maintain high levels of customer engagement and satisfaction through Gross Retention and NPS Score.
Measure success by client adoption, continued expansion of Litify and Salesforce across your customers’ organization and workflow
Identify at-risk accounts, and in coordination with your manager, develop and deliver on customer remediation plans
Coordinate between clients and Litify internal and partner resources to drive adoption and create opportunities for expansion
Identify opportunities for documenting success stories for our Marketing team

2 years experience as a Customer Success Manager (ideally with a SaaS product)
5 years experience in direct customer-facing positions
Excellent written, verbal, and oral communication with experience making presentations to key stakeholders
Demonstrable technical aptitude that will help clients continually improve their Litify Org. Certified Salesforce Administrator preferred.
Experience with gathering requirements and feedback and designing best practice solutions.
Strong aptitude for new technologies, and the ability to quickly diagnose needs and identify solutions

Customer Success Manager

Key skills