Manage a large portfolio of accounts (>100 accounts) and work with the commercial team to create a cohesive renewal experience for customers
Maintain and report an accurate rolling 90-day forecast of renewals and accurately forecast renewal pricing, timing, and risks
Actively engage with key decision-makers to identify customer requirements, agree on contract terms and uncover roadblocks to ensure on-time commitments
Achieve customer goals and address concerns in short-term interactions
Work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups
Contribute to the creation of scaled CS playbooks and email sequences to drive user activation
Follow the scaled CS practices and strategy for each customer based on data analysis and the customer's needs
Leverage tools, technology to deliver value and increase adoption of multiple accounts at once through 1:many programs, such as designing and launching email campaigns, creating new collateral, and hosting office hours
Use data to identify risk or opportunity and segment a large book of business
Prepare proposals, including renewal rate calculations, verify contracts, review terms and conditions
Represent the voice of the customer and influence the product development roadmap
Work closely with Finance and Legal teams to ensure all contracts are accurate

3+ years of Sales / Customer Success / Account Management experience, preferably within an Enterprise SaaS organization
Solid understanding of Enterprise SaaS application, specifically Customer Success Platforms such as Gainsight, ChurnZero, Vitally etc.
Consistent track record of achieving personal and team goals
History of thriving in a rapidly-changing environment
Ability to grow business in a strategic manner, i.e. process oriented Experience managing a large volume of accounts
Background in scaled program management, or building playbooks and campaigns in sales or customer success platforms
Track record of prioritizing high volume accounts at different stages in the life cycle Strong negotiation skills

Customer Success Manager

Key skills