Customer Success Manager

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. The Customer Success Manager will own customer success initiatives, advocate for a customer-first approach, and ensure long-term sustainability and profitability by driving revenue retention and growth while managing client relationships and satisfaction.

Responsibilities:

• Lead efforts to retain and grow revenue within existing LOB’s, driving contract renewal and identifying expansion opportunities. Collaborate with the account Client Solutions Executive on identifying upsell and cross-sell opportunities
• Create value and relationships that not only ensure renewal, retention, and growth, but also create true customer ambassadors for our brand across the customer base
• Drive high client satisfaction and improve NPS by proactively managing relationships and addressing customer needs
• Manage daily operations, proactively addresses client concerns, raises risks (scope creep, margin erosion), and ensures SLAs are met
• Oversee client onboarding, implementation, and successful adoption of solutions to ensure a seamless transition
• Build strong working relationships within the client organization, enhances client loyalty, and proactively mitigates churn risks
• Expand horizontal relationships within current LOBs, cultivating key influencers and operational decision-makers
• Develop and execute programs to foster client loyalty, reduce churn (resource availability, ramp down from other programs, kicker for redeployment), and generate referrals and case studies while maintaining their regular cadence with key client operational contacts
• Serve as lead customer advocate inside the organization, reporting regularly to the Client Executive on account status, opportunities for deeper engagement, risk, and levers for success
• Use data to monitor key performance indicators (KPIs) and provide actionable insights for customer and business success
• Use data to drive strategies that help customers achieve their desired outcomes and, ultimately, renew or expand their services
• Ensure healthy profit margins by optimizing value and managing costs while maintaining client satisfaction
• Partner with the Client Solutions Executive (CSE) to provide insights on client sentiment, pain points, and operational challenges. Supports strategic initiatives by ensuring client execution aligns with enterprise goals. Flags expansion opportunities for the CSE to drive broader growth
• Work cross-functionally across the organization to capture the right resources, knowledge and expertise to deliver the optimal customer experience to each account

Requirements:

• Bachelor's degree in Business, or closely related field. Equivalent experience may be substituted
• Minimum of 6 years of experience in Client Solutions, Account Operations, Customer Success, or other closely related area
• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward
• Business development knowledge and, ideally, experience growing a business
• Strong analytical and goal-oriented mindset backed by expert-level people and project management knowledge and skillset
• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports
• Experience at ResultsCX or BPO industry
• An MBA or related graduate or post-graduate degree is often required, with a technical undergrad degree being an added advantage