Customer Success Manager

TierPoint is seeking a Customer Success Manager (CSM) to focus on building, retaining, and growing customer accounts. The role involves managing customer expectations, improving account health, and ensuring customers realize maximum value from their investment. Responsibilities include delivering a seamless post-purchase experience, maintaining relationships, and identifying opportunities for account growth.

Responsibilities:

• Delivering a seamless post-purchase experience for customers
• Building and maintaining relationships with a portfolio of customers by assisting them with onboarding, training, and adoption of products or services
• Takes ownership for team coordination and connects identified opportunities, questions, and/or issues from customer organizations
• Strong understanding of best practices relevant to retaining and growing accounts within a personal portfolio while mitigating risk
• Develop and execute on account strategies for accounts, while working alongside the sales team to deliver positive outcomes for clients
• Communicate with customers to meet long-term goals; gather, and deliver information between internal and external teams, track and optimize customer retention metrics
• Serve as a product, company, and industry ambassador, educating on capabilities
• Collects customer feedback and monitor customer health to identify potential risks
• Provide guidance and support throughout the customer lifecycle
• Secure renewals, increase renewal rates, identify upsell/cross-sell opportunities, and reduce churn
• Ensures customer retention by proactively addressing needs and concerns
• Partner with sales to identify expansion opportunities and ensure realization of the expansion sales potential within portfolio
• Communicates with customers based on business approach (low-touch, tech-touch, high-touch)
• Intervenes through proactive customer engagement to prevent support issues, foster customer loyalty, and promote good business relationships

Requirements:

• Bachelor's Degree (or equivalent work experience)
• 5+ years of experience in Enterprise Customer Success, Solution Architect or Management
• Strong understanding of value drivers in recurring revenue business models
• Must work well within a team environment
• Prior experience in a consultant role where customer growth was achieved primarily through continuously delivering value
• Strong listening ability and persuasiveness, appropriate interpersonal styles, and communication skills
• Proven ability to be a business advisor by creating valuable business partnerships with customers
• Proven ability to synthesize and draw conclusion from data
• Ability to be a compassionate, strategic problem solver who can prioritize/adapt quickly
• Detail-oriented, organized, and able to handle and prioritize multiple responsibilities