Customer Success Manager - Strategic

Exterro is a fast-growing software company seeking a Customer Success Manager to enhance customer retention and expansion. The role involves developing relationships with customers, managing renewals, and ensuring they leverage the product for maximum business value.

Responsibilities:

• Serve as the primary point of contact for mid-market and enterprise customers after implementation. Assume overall customer adoption responsibility and escalation management role
• Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value
• Manage the renewal process by navigating complex commercial terms and leading to on-time renewals
• Partner with internal stakeholders to align account activities with the customer's business case and strategy
• Keep up to date with most recent changes/updates in the system and be able to demo these capabilities to prepare and educate customers and internal stakeholders on new features and releases
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
• Conduct periodic customer business reviews and deliver/maintain/execute against success plans
• Accurately forecast renewal revenue for current and future quarters
• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product
• Identify customer pain points and work with Solutions Consultant and Product Team to address

Requirements:

• Bachelor's degree or equivalent experience
• 2-4+ years of experience managing an assigned group of accounts
• Positive customer-centric attitude
• Proficiency in Google Suite products (GMail, Google Chat, Sheets, Docs, etc)
• Ability to identify and resolve unique problems and navigate between details and strategic solutions
• Experience in a SaaS environment
• Knowledge of Salesforce
• High degree of professional integrity
• Ability to travel up to 25% of the time
• Excellent written communication skills (including listening, comprehension, & writing)
• Ability to manage multiple customer projects simultaneously
• Embrace the importance of teamwork
• Collaborate with a variety of people in a diverse environment
• Be adaptable to changing work requirements
• Background in eDiscovery, Privacy, and/or Data Risk Management
• Experience with Gainsight