Customer Success Manager

Role Overview

• Be the voice of the customer: You must prioritize maximizing customer satisfaction, retention, and growth. You should be able to understand the customers' business objectives and align them with Influ2's offerings.
• Act as a trusted advisor: Build and maintain trust-based relationships with our valued customers. This includes proactive engagement, active listening, and empathy. Also, serve as a go-to resource for their inquiries, concerns, and strategic discussions related to Marketing and Sales practices.
• Translate complex ideas into actionable steps: Articulate complex ideas clearly and tailor your communication style to different audiences, from mid-level members all the way up to C Suite.
• Identify critical insights: Analyze customer data and metrics to identify trends, insights, and areas for improvement.
• Demonstrate technical aptitude: You’ll become a subject matter expert by learning the ins and outs of the product. Effectively identifying issues, troubleshooting, and offering customers solutions for resolution will be essential in this role.
• Ensure timely delivery of the projects and milestones: You may need to manage multiple customer accounts simultaneously, so strong organizational and project management skills are essential to prioritize tasks, set deadlines, and manage customer expectations.
• Partner with Sales, Marketing, and Product Development teams: You will work closely with cross-functional teams across various time zones to align goals, share customer insights, and drive coordinated efforts to deliver customer success.
• Participate in on-site customer visits: You’ll occasionally meet with customers on-site to strengthen relationships, lead Executive Business Reviews (EBRs), deliver presentations, and facilitate strategic discussions.

Requirements

• 3+ years in a Customer Success or Account Management role, ideally in a B2B SaaS environment.
• Experience with retention metrics, including planning and forecasting renewals and expansions 6+ months in advance, understanding their impact on key metrics, preparing pricing proposals and contracts, and tracking personal retention performance.
• Proven experience supporting US-based customers.
• Hands-on experience with BI tools (e.g., Looker, Tableau) and CRM platforms (e.g., Salesforce, HubSpot).

Tech Stack

• Tableau

Benefits

• Be part of an innovative team with a flat organizational structure.
• Benefit from remote work flexibility with no fixed working hours—work whenever and wherever suits you.
• Take the time you need with an Unlimited Vacation policy to ensure a healthy work-life balance.
• Receive Generous Parental Leave and other well-structured PTO and leave policies.
• Enjoy a well-rounded health package with comprehensive medical, dental, and vision coverage designed to support you.