Customer Success Manager

Prezent is a SaaS company whose Customer Success team drives customer adoption and long-term value realization through cross-functional partnership. The Customer Success Manager will manage and grow enterprise accounts, improve retention and product adoption, advocate for customers, and identify expansion opportunities.

Responsibilities:

• Proactively manage and expand these relationships to drive increased adoption and utilization of Prezent's solutions
• Oversee a growing portfolio of client accounts, each with unique team structures and varying stages in their lifecycle
• Cultivate strong relationships with key stakeholders within each account to gain a deep understanding of their business goals and objectives
• Partner closely with the Sales team to achieve high customer retention rates and identify opportunities for expansion and upselling
• Implement proactive account monitoring and risk assessment strategies to identify and mitigate potential churn factors
• Conduct regular check-in calls to address tactical needs and perform strategic business reviews to ensure alignment between customer objectives and outcomes
• Develop and execute customer adoption programs to maximize the value customers derive from Prezent's software
• Spearhead the introduction and implementation of new products and features within each account
• Collaborate with Marketing to showcase customer success stories and promote Prezent's value proposition
• Act as a liaison between customers and internal teams, channeling customer feedback to improve Prezent's offerings
• Work closely with the Product team to track and address product improvement requests, troubleshoot issues, and manage bug reports
• Ability to cultivate and maintain strong interpersonal connections with clients across all organizational levels
• Skilled at building rapport, trust, and credibility with clients through active listening, empathy, and clear communication
• Proficient in identifying and understanding client needs, motivations, and concerns
• Adept at managing client expectations and delivering on commitments
• Committed to providing exceptional customer service and support
• Proactive in anticipating and addressing client needs
• Dedicated to ensuring client satisfaction and success
• Skilled at gathering and analyzing client feedback to improve products and services
• Ability to develop and implement long-term account growth plans
• Proficient in identifying and capitalizing on business opportunities
• Skilled at analyzing market trends and competitor activity
• Adept at forecasting and mitigating risks

Requirements:

• 4 to 6 years of relevant work experience as a Customer Success Manager
• Strong communication and relationship-building skills
• Ability to understand customer needs and translate them into effective strategies
• Experience in Customer Success, Consulting, Sales, Professional Services or Account Management
• Experience working directly with large commercial/enterprise customers and directors to SVPs
• SaaS experience is a must
• Self-driven and self-motivated individual who enjoys a fast moving and constantly changing environment
• Strong customer facing and presentation skills with the ability to establish credibility with multiple stakeholders
• Has handled difficult customers or situations and can demonstrate resolutions
• Working knowledge of common SaaS solutions such as Salesforce, O365, Zoom, and G Suite
• Proficiency in Salesforce and ServiceCloud preferred
• Startup experience is a plus