Senior Customer Success Manager

Role Overview

• Deliver value to a portfolio of key rights holder, agency and brand clients by providing day-to-day account management and operational support that retains and grows client accounts
• Develop strategic annual account plans that define the roadmap for client and Relo success; advocating for internal resources to help achieve that success
• Detect, negotiate and close up-selling and renewals
• Operate as the lead point of contact for assigned client accounts
• Build strategic, strong and long-lasting client relationships as their trusted contact translating to retention and revenue growth; ensure we have strategic relationships mapped among executives.
• Act as an industry thought leader, guiding clients in usage of our platform to serve their business needs and deliver ongoing value
• Monitor client performance on the platform to share best practices and identify new business opportunities
• Serve as a secondary contact for Support inquiries, collaborating with Data Ops team and Support as needed
• Manage high impact requests or escalation action plans to completion
• Identify and define internal management process and tool optimization that strengthen our ability to deliver to clients
• Communicate within and across functions internally, reporting on the progress of initiatives and client activities with a focus on identifying product development or documentation opportunities
• Create (with Marketing) and share client case studies that exemplify successful and unique use and performance of our platform
• Manage and update CRM to ensure timely and proper data capture for company visibility, tools alignment, proactive account management and forecasting

Requirements

• 4-7 years’ experience managing a book of business in recurring revenue including managing the renewal and/or upsell process.
• Proven experience in growing and expanding revenue streams
• Executive presence and ability to concisely articulate value to anyone, at any level within our customer base
• Entrepreneurial mindset for business strategy and customer success
• Excellent problem solving and analytical skills
• continuously thinking “How can I make this better? How can we improve this?”
• Strategic, proactive mindset and executional excellence
• Experience with tools like Salesforce, Pendo, or a Customer Success tool
• Customer Experience mindset
• Travel experience and expectations to go in market 20% of the time

Benefits

• Competitive base pay
• Performance-based backend component