Manager - Customer Success - IT

The Success Manager is the primary link between the company and our customers. In this position, you will ensure that the customers make the best possible use of the company platform, equip them to pursue their strategic objectives and help them achieve their desired business goals.

What You Will Do:

- Empower enterprise customers to improve their customers- digital experiences and achieve business objectives through the adoption of the company

- Increase renewal rates, drive adoption, improve customer satisfaction, and cultivate advocates to generate new business

- 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) in Gainsight - including renewal 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

- Leverage knowledge of the company platform and industry best practices to craft and present strategic solutions that ensure clients achieve their goals through product utilization and provide excellent consultative support

- Develop customer champions by applying right mix of advisory and hands on expertise of the platform

- Identify opportunities for customer references and case studies

- Deliver a significant individual contribution while collaborating with and strengthening teammates

What We Are Looking for:

- Total 3- 6 Years of Experience

-2+Years of relevant work experience in B2B SaaS customer success, account management, or a strategic consulting organization

- Prior knowledge of (or willingness to learn) marketing and advertising technology

- Comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health

- Experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)

What Makes You Qualified:

- Master's degree from a top college or university, or relevant experience

- Proficiency in English language

- Flexibility to work with our customers in North America in their time zone