Customer Success Manager

ImageTrend, Inc. is dedicated to connecting life’s most important data in the healthcare and emergency response community. The Customer Success Manager will support customer growth by managing client relationships, driving renewals, and maximizing value from partnerships while ensuring high client satisfaction.

Responsibilities:

• Achieve or exceed recurring revenue retention, pipeline generation, and growth goals for assigned client portfolio as stipulated in the Sales Compensation Plan incentive agreement
• Manage high-volume subscription cycles and maintain positive relationships with clients, ensuring retention, account growth, and enabling on-time SaaS contract renewals
• Proactively inform clients of the availability and value of new products and features to develop a pipeline of up-sell and cross-sell opportunities for the Account Executive team
• Proactively communicate and engage with clients to prepare and process the account for renewal, and identify any risk of churn to develop account retention strategies as needed
• Support the professional services team in identifying and recommending additional training & admin certification opportunities
• Track and forecast customer health, renewal, and growth metrics across the assigned book of clients and provide reporting to leadership as requested
• Collaborate cross-functionally to streamline renewal and contracting processes, and advocate or escalate client needs and concerns to ensure high client satisfaction
• Maintain account documentation and hygiene, including capturing, updating, and reporting pertinent or required data in the CRM, or other systems as required
• Attend and actively participate in meetings, including but not limited to recurring team meetings, trainings, and 1:1’s with leadership, territory or pipeline reviews, Community Updates, Marketing, Product or cross-functional updates and other meetings as required
• Stay informed of industry needs or potential trends and market competition
• Adhere to departmental standards, workflows, SLA’s and other metrics or processes as required
• Travel to regional summits, client site meetings, industry or company events, and other onsite meetings as required
• Additional duties as assigned

Requirements:

• Degree or the equivalent combination of education and relevant work experience
• Experience and demonstrated success with renewing & retaining customer contracts, up-selling, advocacy, or engagement, such as post-sales account management or business development functions, preferably in a SaaS-based organization
• Experience and demonstrated success providing a high level of customer satisfaction and the ability to showcase and drive product value in a high-volume environment, ensuring customer adoption, long-term retention, and wallet expansion
• Proven to be a self-starter and work independently within a highly collaborative and team-oriented environment
• Strong verbal and written communication, negotiation, presentation, and interpersonal skills, with the ability to influence executives or c-suite level
• Strong time management and organizational skills, with the ability to thrive in a fast-paced environment, while quickly adjusting to changing priorities
• High attention to detail and strong analytical, problem-solving and critical thinking skills
• Strong technical aptitude to learn new systems and knowledge of MS Office Suite, CRM, Gong or other similar technologies tools
• Familiarity with MEDDICC Selling, or another similar consultative sales methodology and ability to incorporate Force Management principles, including Command of the Message, value frameworks, and outcomefocused messaging
• Ability to travel based on customer and business needs and the location of customers, up to 25%
• Knowledge or direct industry experience with fire, emergency services, healthcare or hospitals preferred