Build long term relationships with customers
Ensure timely renewals, participate in legal negotiations.
Serve as customers’ trusted advisor and partner with sales, professional services, legal, finance, engineering, and other teams to advocate solutions.
Develop and own customer success strategies, account plans, and best practices.
Become proficient in our product and be able to perform setup tasks for customers.
With a focus on growth and expansion, own the renewal process of key enterprise accounts.
Primary point of contact for customer support.
Run and provide performance reports to key clients on a quarterly and annual basis.
Coordinate and manage customer escalations.
Keep customer executives and business appraised of progress; make sure of timely progress towards resolution; report and escalate issues internally.
Be the customer's advocate and represent customers' needs and perspective internally to ensure continued product utilization and expansion.

College Degree or equivalent experience.
3-5 years Enterprise Customer Success/Account Management/Customer Service or similar experience.
Previous experience in a technology company, ideally SaaS.
Ability to generate reports, analyze and present data to customers.
Computer-savvy, including Excel.
Comfortable in a startup setting is ideal.
Ability to manage multiple customers simultaneously.
Take initiative, be proactive and outcome-driven .
Able to communicate both problems and solutions clearly, effectively, and kindly.
Stellar problem-solving skills.
Know how and when to collaborate and escalate to solve a problem.

Customer Success Manager

Key skills