What we need as a CSM:

Drive Customer Success Outcomes

• Increase renewal rates and reduce churn

• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

• Drive new business growth through greater advocacy and reference-ability Optimize Customer Lifecycle

• Identify opportunities for continuous improvement • Learn from best practices in industry

• Take Decisions on contentious issues during customer journey Manage Customer Success Activities

• Customer Support Management • Customer Success Management • Renewals

• Billing and Collections (along with finance) • Advocating for Cross Sell and Upsell Inspire Customer Success Across Company

• Create company-wide culture of Customer Success

• Align with Marketing around marketing to existing clients

• Align with Product around driving product roadmap

• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

• Create company-wide customer feedback loop

• Align with Finance around measurement and forecasting

• Align with Executive Team around key metrics and objectives

 

Requirements:

• 2+ years experience in B2B organizations

• Strong empathy for customers AND passion for revenue and growth

• Ability to manage influence through persuasion, negotiation, and consensus building

• Ideally combined background of post-sale and sales or business experience

• Excellent communication and presentation skills

• Deep understanding of value drivers in recurring revenue business models

• Analytical and process-oriented mindset

• Demonstrated desire for continuous learning and improvement

• Relevant Bachelor’s degree; preference for computer science or related degrees

• Need - good excel skills. Want - good ppt skills

• Handling tough situations or unhappy customers