Manage a portfolio of accounts on both a 1:1 and a 1:Many basis, connecting Varicent to our Customers through digital channels
Represent the voice of the Customer (customer advocacy) to provide input into every core product, marketing, and sales process
Identify expansion opportunities to drive value both for the Customer and for Varicent
Create value for Customers by collecting and sharing success stories and be accountable to drive high usage of Varicent products via thorough and action-oriented playbooks
Develop and leverage Varicent product expertise to support our Customers in their journeys
Leverage data collected to refine and optimize existing playbooks, as well as build out additional plays to continue to drive Customer maturity
Build and maintain relationships with the relevant stakeholders in your portfolio
Engage with your Customer early in their lifecycle from onboarding through value realization
Maintain and update the various systems used to support the 1:Many dynamic, with urgency and high attention to detail
Become a product area SME (subject matter expert) and represent that area in the creation of digital content to be consumed by the Customer base
Seek and act on manager feedback to promote growth in role

2+ years of experience in customer success or account management in a SaaS or software company
Experience creating digital marketing content preferred (including digital marketing tools)
Passionate about the future of work, and positively impacting the working lives of people in large organizations
Team-player who has a proven track record of excelling in fast-growing environments and taking initiative above and beyond the call of duty
Ability to build trust and communicate effectively with a broad range of stakeholders: executives, administrators, technical leads, etc.
Demonstrated ability to work independently to ensure the success of your Customers and Varicent
Ability to connect the Customer’s business process to product capability
Strong interpersonal skills that establish trusted advisor relationships with clients
Strong organizational/time management skills and the ability to manage multiple projects simultaneously
Familiarity with tools commonly used in CS: Salesforce, Gong, Zoom, Excel, PPT, etc.
Adaptable mindset, able to operate effectively with change
Driven, self-motivated, enthusiastic, with a “can do” attitude
Experience negotiating contracts and managing renewals
Cultural awareness and appreciation for diversity
Bachelor’s degree with information technology/business/finance focus preferred

Customer Success Manager, Growth

Key skills