Key skills
AnalyticsSalesforceCRMCustomer SuccessAccount Management
About this role
Role Overview
- Own a portfolio of accounts: Understand growth drivers, identify opportunities, and manage risks across your book of business.
- Achieve retention targets: Meet and exceed net retention and gross churn goals by quantifying customer business value and demonstrating ROI.
- Build strong stakeholder relationships: Develop long-term partnerships and navigate challenging conversations with confidence.
- Drive post-sale success: Lead onboarding, user adoption, and retention efforts to ensure overall account health.
- Execute customer journey touchpoints: Deliver roadmap reviews and cadence communications, logging all activity in CRM systems.
- Leverage health analytics: Use data to identify expansion opportunities, churn risks, and satisfaction drivers.
- Proactively manage account risks: Collaborate with stakeholders to mitigate risks and maintain customer health.
- Coordinate cross-functional support: Assemble internal teams to deliver recovery plans for distressed accounts.
- Identify usage patterns: Spot trends to improve organizational adoption of company solutions.
- Support renewals: Partner with renewal and account management teams as needed.
- Contribute to customer marketing: Help build a library of success stories, testimonials, and reviews.
- Participate in CS operations projects: Address gaps in the customer journey through strategic initiatives.
- Support enablement initiatives: Provide feedback and assistance to the enablement team.
- Maintain accurate records: Ensure forecasting and data integrity in Salesforce and CS tools.
Requirements
- Customer success is your priority: You define success by customer outcomes, long-term health, and reliable execution.
- Customer-centric mindset: You’re passionate about delivering exceptional experiences.
- Data-driven approach: You’re comfortable analyzing data and spotting patterns.
- Adaptable and open to change: You embrace new processes and continuous improvement.
- Tech-savvy and curious: You enjoy learning and understanding products from a user perspective.
- Industry-aware: You follow trends and use insights to enhance conversations.
- Metrics-focused: You understand key metrics like Gross Retention, Net Retention, NPS, and health scores.
- Excel proficient: You can interpret and analyze data effectively.
- Performance-oriented: You stay current on best practices to improve adoption, satisfaction, and revenue.
Preferred Qualifications
- Experience with CS tools: Familiarity with Salesforce, ChurnZero, PlanHat, Totango, and/or Gainsight.
- Customer Success expertise: Proven success managing a book of business and understanding CS as a discipline.
- Results-driven mindset: Strong background in Customer Success or related Customer Experience functions.
Benefits
- Health, Dental, Vision & Pet Insurance
- Dependent, Spousal and Domestic Partner coverage available
- Up to $1000 Company HSA Contribution
- Medical, Dependent Care and Limited FSA Accounts
- Income Protection and Replacement
- 100% Company Paid
- Short Term Disability
- Long Term Disability
- Life Insurance
- Employee Assistance Program
- Flexible PTO
- 401K with company match