Customer Success Manager - IT

What You'll Do

- You will be the owner for the set of accounts and drive product retention, consumption, adoption and engagement for a set of customer accounts.

- Empower customers to improve their end-customers' digital experiences and achieve business objectives through the adoption of product

- Develop a deep understanding of customer needs and be able to tie them to specific use cases, product features, benefits, and value propositions - and ensure your team knows how to communicate them effectively

- Understand Customer's current implementation and ensure maximization of business value realized by the customer through consultative support, training, business reviews and configuration optimization

- Be a customer advocate within providing feedback to engineering teams to develop / identify new features & products

- Increase renewal rates, drive adoption and consumption, improve customer satisfaction, and cultivate advocates to generate new business (upsell and cross-sell)

- Serve as the internal voice of the customer and advocate for your clients' needs (services, support, product management, executive alignment)

- Manage and track key performance indicators (KPIs) - including renewal, consumption, adoption and expansion commitments - to ensure exceptional, predictable results

- Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives while achieving targeted renewal rate

- Work closely with multiple teams (sales. support, product specialists, services etc.) within

- Identify opportunities for customer references and case studies