Act as a trusted advisor to the end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value
Conduct frequent reviews with accounts to determine customer satisfaction, risk, and drive KPI’s
Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
Act as client point-of-contact to ensure successful execute of all client engagements. Consistently meet project timelines and ensure client expectations are exceeded
Partner with the ON24 Onboarding & Launch teams to ensure new customers hit key milestones. Assist with contract renewals, including identifying risk, deploying save plays, consulting on commercial conversations to help scope most viable solution set for upcoming renewal. This role could also include writing and processing renewal contracts
Collaborate closely with various cross-functional teams (Product Management, R&D, Marketing and Sales) to improve operational processes and act as voice of the customer with those teams to drive better customer results
Document all communication with users and accounts accurately and in a timely manner via system tools
Ensure customer’s have ongoing guidance and access to the supporting tools ON24 hosts to support enablement including; client training portal, knowledge center, platform support ticketing system (chat, email and phone)

At least 2 years of work experience in Customer Success Management
A bachelor's degree or the equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities
The ability to work effectively with all levels of the organization to effectively complete assigned projects within the specified timeline
Professional experience with Microsoft Outlook, Word, Excel, PowerPoint, and Salesforce
Excellent organizational, planning, and communication skills
Integrity, Creativity, Intellectual Curiosity, High Standards, Persistence, and Achievement oriented
Proven ability to collaborate and build strong relationships with customers especially at the Executive level

Health benefits designed to fit the needs of you and your family — including medical, dental, and vision plans
Unlimited PTO policy and wellness days to log off and recharge
11 paid company holidays for US-based employees + 1 Floating Holiday + 2 Floating Wellness days
Employee Stock Purchase Plan
401K Plan with employer match
Reimbursements covering home office expenses and cell phone use
Fitness and wellness perks including discounted memberships with 24 Hour Fitness

Customer Success Manager

Key skills