Customer Success Manager - SaaS
Experience.com, United States

The Customer Success Manager (CSM) is the success ambassador for our customer and ensures the maximum opportunity of each account is reached and the full value for the customer is realized. The CSM is a product expert who will coach account best practices, enable account health, and drive account expansion and retention.

Primary Responsibilities

• Work with each customer to understand their business objectives, and partner to build a Strategic Account Plan that will help drive overall adoption and platform value.
• Establish a regular cadence for Quarterly Business Reviews (QBRs) to track value realization, address account health, and overall progress against the Plan. Document results and track the action items from each QBR.
• Build an account expansion strategy with a clear action plan to maximize value within their current contract. Own quarterly account expansion revenue targets.

• Manage renewals from start to finish, including pricing discussions and working with the Deal Desk to ensure contractual compliance.
• Constantly review client health including data ingestion, mismatches, and adoption.
• Proactively cultivate relationships, beyond day-to-day POCs, to establish connections with functional leaders and other senior managers.
• Monitor Support cases for assigned accounts to ensure timely resolution and interject as necessary to coordinate cross-departmental resources if required.
• Coach customers to be product experts, routinely conduct webinars and training sessions, and partner with XPA where applicable to help drive their teams to self-sufficiency.

Requirements

• A brief cover letter about why this role is a fit - describing how you create Wow for your customers is a plus
• Minimum of 3 years experience in a Customer Success Manager role supporting enterprise SaaS clients
• Proven experience managing QBRs and driving follow-up outcomes
• Demonstrated effectiveness facilitating workshops and training sessions for a software solution
• Outstanding presentation development and delivery skills
• Excellent organizational skills and the ability to manage multiple tasks and requests
• Proven ability to present technical concepts effectively to diverse stakeholder groups
• Strong working knowledge of Salesforce Service Cloud is a plus

Job Rewards and Benefits