Customer Success Manager

ImageTrend, Inc. delivers software solutions, data analytics, and services connecting critical healthcare and emergency response data. The Customer Success Manager manages a large portfolio of clients to drive retention, renewals, adoption, customer satisfaction, and revenue expansion while advocating for customer needs and collaborating with internal teams.

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