Serve as the trusted point of contact for customers, beginning from the point of sale and extending through onboarding, project success, and renewals.
Work with customers to develop a plan that addresses business objectives that includes metrics and reporting to ensure success.
Provide consultative guidance to ensure business processes are modified to achieve objectives identified through the sales process.
Establish a trusted advisor relationship, handling overall responsibility for managing the customer relationship from end to end once the sale is made, including keeping the customer informed of all product updates.
Monitor customer utilization trends and give recommendations to Product development based off such, including doing regular customer ‘health checkups.”
Establish relationships with key customer stakeholders to drive further product adoption.
Assist in developing processes to deliver Success@Scale for customers outside of the high touch success model.
Partner with sales teams to create a strategic account plan from sales, adoption, expansion, and renewal.
Work cross functionally with consulting services and sales to ensure seamless onboarding.
Always be thinking of outside the box ways to increase renewals and drive long term customer success. A proactive approach is taken for each account regardless of segment.

8-10+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions.
Strong consulting and project management skills, and proven results working as a trusted advisor to drive business value for customers.
Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections.
Ability to quickly grasp and distinctly explain technological and business concepts.
Experience in positions like Customer Support, Technical Support, ISP Operations and/or Customer Marketing.
Experience in delivering software solutions and strategic best practices.
Excited about driving and tracking consistent engagements with all customers in your portfolio.
Strong empathy for customers AND a passion for revenue and growth.
Deep understanding of value drivers in recurring business models.
Demonstrated desire for continuous learning and improvement.

Senior Success Account Manager

Key skills