Customer Success Manager

**Responsibilities**

**Account Management**
- ** Develop and Execute a Strategic Customer Engagement Plan**: Design and implement a comprehensive engagement and communication strategy for assigned customers, ensuring seamless and meaningful interactions from onboarding through subscription renewal.
- ** Foster Long-Term Relationships and Drive Ongoing Engagement**: Cultivate strong, lasting relationships by proactively addressing customer needs, ensuring high product adoption, and delivering continuous value and support throughout their journey.
- ** Leverage Usage Patterns to Drive Customer Satisfaction**: Utilize customer usage data to gain actionable insights, offer tailored guidance, and enhance satisfaction. Conduct periodic customer success reviews to confirm satisfaction and resolve issues in collaboration with professional and technical support teams.
- ** Serve as a Customer Advocate**: Act as the voice of the customer by gathering feedback and reporting valuable insights and product requests to Product Management and Development teams, influencing product improvements.
- ** Collaborate Across Teams to Ensure Exceptional Customer Experience**:Work closely with Sales, Support, Billing, and technical teams to ensure a smooth, high-quality customer experience and swiftly address any customer issues or concerns.

**Become a Trusted Advisor**:

- **Become and Industry Expert**: Continuously develop in-depth knowledge of the company’s products and services. Stay informed about industry trends, challenges, and best practices to provide expert guidance to customers.
- ** Collaborate with Subject Matter Experts (SMEs) to drive customer Change Management and Workflow Optimization**:Ensure customers are connected to the right SME resources to address their unique requirements to address specific customer needs and technical challenges related to product workflows. Facilitate the sharing of knowledge and expertise between customers and the appropriate internal teams.
- ** Leverage Value-Added Services**:Identify and promote value-added services that can enhance the customer experience and change management options, such as consulting, customization, or additional training. Ensure customers are aware of all available resources that could further support their success with our products.

**Deliver Net Revenue Retention**
- **Maintain Revenue Base through Account Retention and Renewal**:Regularly engage with customers to address their needs, ensuring timely renewals and minimizing churn. Monitor account health and address potential issues early to retain clients and drive contract renewals.
- ** Collaborate with Sales and Professional Services Teams**:Work closely with the Sales team to share customer insights and feedback, helping identify opportunities for upselling or cross-selling additional products and services. Provide Professional Services teams with valuable customer information to tailor offerings and ensure customer success. Contribute to the development of strategies to uncover new revenue opportunities from existing accounts.
- ** Drive Upgrade and Cloud Migration Revenue**:Promote and drive product upgrades and cloud migrations by demonstrating the value of additional features and services.
- ** Exceed Performance Targets**:Consistently meet or exceed key performance metrics, such as unit renewal rates and overall revenue retention. Track and report on progress against retention and renewal goals, adjusting strategies as necessary to stay on target. Leverage data and customer feedback to continuously improve account retention strategies and exceed revenue retention objectives.

**Continuous Improvement**
- **Leverage Lean Methodologies for Continuous Improvement**:Work to streamline processes, eliminate waste, and improve overall performance, ensuring that tools and processes are constantly evolving to meet the needs of both internal teams and customers. Develop and share best practices with team members, fostering a culture of continuous improvement across all areas of customer engagement.
- ** Voice of the Customer for Product Innovation**:Act as the primary advocate for your customer, gathering and conveying customer feedback to Product Management, Marketing, and Sales teams. Highlight opportunities for product innovation and improvements, particularly focusing on enhancing user experience, expanding product capabilities, and introducing new features that meet the evolving needs of large-scale customers.
- ** Ensure Customer Engagement and Adoption**:Provide input into the development of customer engagement strategies that encourage rapid adoption, high usage velocity, and sustained customer success. Ensure that improvements are designed to foster high renewal rates and generate positive customer referrals, especially among large customers operating at massive scale.
- ** Facilitate High-Impact Customer Feedback Loops**:Regularly interact with large-scale customers to understand their pain point