Key skills
Account managementCustomer retentionLife Sciences IndustryPresentation skillsLeadershipTeamworkCross-group collaborationTime managementOrganizational skillsSelf-starterStrategic PlanningTime ManagementCollaborationPresentation SkillsCustomer SuccessAccount Management
About this role
Suvoda is a company focused on building strong customer relationships, and they are seeking a Customer Success Manager to lead customers to full adoption of their products. This role involves proactive engagement in account management, strategic planning, and resolution of customer success issues to ensure high satisfaction and retention metrics.
Responsibilities:
- Maintain strong relationships with customers and ownership of customers’ success through renewal rate, NPS and other metrics that measure customer success
- Drive strategic development of customer programs and actively pursue opportunities to improve through expansion, enhancements and operational improvements
- Identify opportunities to increase revenue conversion
- Establish initiatives to encourage customer growth and upsell opportunities
- Create and drive value realization throughout the lifecycle
- Proactively identify account risks and drive mitigation strategies
- Work with cross functional partners to develop strategies and materials to increase the quality and efficiency of support to customers and users
- Work with CSM Leaders on business initiatives and other projects
- Work with marketing team to identify customer advocates to participate in feedback opportunities and case studies
- Work with Finance teams to improve revenue predictability for customers
- Assist in the hiring and training of Customer Success Managers
- Perform other duties, assignments, and special projects as time or circumstances demand
Requirements:
- 5+ years working in account management or equivalent role
- Proven proficiency in customer retention, presentation skills and ability to work independently to drive a virtual team to deliver customer success
- Ability to align internal resources to meet customer requirements and deadlines
- Proven track record of sustaining and growing complex relationships
- Commercial instincts a must with strong leadership, teamwork, & cross-group collaboration skills
- Be a self-starter with a positive attitude
- Extremely organized, with effective time management skills
- 5+ years working in the Life Sciences Industry
- Bachelor's Degree or equivalent combination of education and experience