Customer Success Manager

ChurnZero is hiring a Customer Success Manager to help customers use its customer growth platform to increase revenue and retention. The role manages customer relationships, drives adoption and expansion, develops renewal strategies, and proactively addresses churn risks.

Responsibilities:

• Manage and grow relationships with accounts by acting as the customer's strategic business advisor
• Deduce key objectives and recommend action plans that promote joint accountability and long-term success across the entire customer journey
• Establish long-term relationships with POCs and other key stakeholders to drive outcomes that contribute to mutual success
• Develop complex renewal strategies and negotiations that aim to achieve mutual benefits for both the customer and for ChurnZero
• Build a strong pipeline of expansion opportunities by having value discussions within customers' CX teams as well as other business units
• Adopt a data-driven approach to increasing product adoption through various enablement strategies, technical product knowledge and thought leadership
• Ensure customer satisfaction by proactively addressing any issues or concerns
• Collaborate with sales and other teams to drive revenue growth
• Accurately and consistently forecast individual commercial performance and provide regular reports on account performance and customer feedback
• Strategically use tools and processes to proactively anticipate and mitigate churn risk or other obstacles to the customer's success
• Actively participate in the ChurnZero customer community as well as attend/host local ChurnZero events

Requirements:

• Minimum of 2-3 years proven experience in customer success or account management
• Experience with CSPs (strong preference for ChurnZero) and CRMs (Salesforce, HubSpot, etc.)
• Ability to use time productively and efficiently using the tools and resources available
• Strong communication and negotiation skills
• Ability to think strategically and identify revenue growth opportunities
• Energetic and self-motivated; a team player who is also a proactive and creative problem solver
• Ability to work independently and manage a large portfolio of large accounts
• Bachelor's degree or equivalent experience in a related field
• strong preference for ChurnZero