Customer Success Manager

Eptura is a global leader transforming the way people, workplaces, and assets connect through innovative worktech solutions. As a Customer Success Manager, you will manage a book of business, drive user adoption, and ensure customer retention by building strong relationships and identifying upsell opportunities.

Responsibilities:

• Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks
• Meet and exceed net retention and gross churn targets for assigned accounts
• Help customers translate their business use cases into company solutions
• Manage customer stakeholders effectively and build long lasting relationships to leverage during difficult times
• Act as the primary post-sale customer contact to guarantee successful onboarding, user adoption, and retention, i.e own the overall success of the account
• Deliver all identified touches in the customer journey, including regular cadence success planning, and overall cadence
• Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value
• Understand cancellations and document reasons
• Effectively assemble and leverage internal cross-functional teams to deliver back-to-health plans for distressed customers including Professional Services, Support, Account Executives, and Renewals, as well as customer stakeholders and business partners
• Identify patterns pre-emptively to improve the organizational usage and adoption of company solutions
• Assist the renewal and account management teams in all renewal activities as needed
• Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, success stories, and online reviews
• Contribute as necessary to the success of CS operations projects that are address gaps within the customer journey
• Provide feedback and support to the enablement team in their new initiatives, as necessary
• Maintain updated records and forecasting accuracy in all systems (Salesforce and CS management tool)

Requirements:

• Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks
• Meet and exceed net retention and gross churn targets for assigned accounts
• Help customers translate their business use cases into company solutions
• Manage customer stakeholders effectively and build long lasting relationships to leverage during difficult times
• Act as the primary post-sale customer contact to guarantee successful onboarding, user adoption, and retention, i.e own the overall success of the account
• Deliver all identified touches in the customer journey, including regular cadence success planning, and overall cadence
• Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value
• Understand cancellations and document reasons
• Effectively assemble and leverage internal cross-functional teams to deliver back-to-health plans for distressed customers including Professional Services, Support, Account Executives, and Renewals, as well as customer stakeholders and business partners
• Identify patterns pre-emptively to improve the organizational usage and adoption of company solutions
• Assist the renewal and account management teams in all renewal activities as needed
• Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, success stories, and online reviews
• Contribute as necessary to the success of CS operations projects that are address gaps within the customer journey
• Provide feedback and support to the enablement team in their new initiatives, as necessary
• Maintain updated records and forecasting accuracy in all systems (Salesforce and CS management tool)
• You are a customer-obsessed professional who defines success by your customers' ability to realize value from the products they use
• You bring a strong understanding of Customer Success as both a discipline and a strategic function, with proven experience managing a book of business
• You're data-savvy and comfortable identifying trends and patterns to inform customer strategies and drive outcomes
• You thrive in dynamic environments, embrace change, and are eager to adopt new processes and tools that improve the customer journey
• You're a continuous learner who enjoys understanding technology from the user's perspective and applying that knowledge to help customers succeed
• You stay current on industry trends and use that insight to elevate customer conversations and strategies
• You're familiar with leading Customer Success platforms and CRM tools such as Salesforce, ChurnZero, Planhat, or Gainsight
• You understand key Customer Success metrics like Gross Retention, Net Retention, CSAT, and health scores—and know how to influence them
• You're results-driven, with a background in Customer Success, Account Management, or other customer-facing roles focused on retention, adoption, and growth