Customer Success Manager

The Customer Success Manager (CSM) performs a key role in driving the health, retention, and growth of Retail clients– measured by various indicators of customer health including NPS (Net promoter Score) and by the Gross Renewal Rate (GRR).

Primary Responsibilities

• Work with your assigned clients to build a mutually agreed upon ‘Success Plan' with performance objectives and critical milestones
• Build and sustain relationships with key stakeholders and decision makers, including C-level executives in assigned accounts with the goal of becoming a trusted advisor throughout the client base
• Conduct Executive Business Reviews to understand current adoption and deployment, business relationship and general issues and leverage them to better position company's full portfolio for expansion
• Facilitate the involvement of the broader company's family including Support, Product Management, Product Development, Services, Marketing, Partners and Solution Engineering to ensure client success and to meet account performance objectives / customers' expectations
• Work with clients and Marketing to create referenceable accounts, case studies, webinars and more
• Drive attendance to company events
• Encourages participation in global and regional user events; leverages online and in-person customer events to share leading best practices.

Key Success Criteria

Skills

Communication / Negotiation :

Problem Solving :