Customer Success Manager

Why Join the A-Team?

Come for a career, stay for the fun!

• Yearly Kick Off Parties with major giveaways (like the car in 2023)

• Get recognized through our ‘Value Awards’

• Grow your career - yes, we love to promote internally

• Do meaningful work and collaborate with the best

• 900 promotions given each year

• 2,700+ leadership training courses

A Glimpse into Your New Role

○ Become a trusted advisor to key customer stakeholders and executive sponsors to fully understand business strategy, technical environment and measures for success
○ Own all aspects of the customer relationship, including renewals, account growth, product adoption & utilization, ROI, and customer satisfaction
○ Lead account reviews with customers to keep them informed of product features and enhancements
○ Own all aspects of the renewal process including contract and commercial negotiations with the support of the legal team
○ Serve as customer advocate and liaison while effectively collaborating with internal cross-functional teams, such as Product Management, Sales, Marketing, Legal, Engineering and Finance
○ Set, measure and achieve or exceed client retention and upsell/cross sell quotas

○ Accurately forecast renewal, upsell and cross sell pipeline through effective proactive account management
○ Identify and pursue client upsell opportunities, within and outside of their existing use case, to grow your book of business. Where appropriate, partner with sales on strategic deals
○ Anticipate at-risk accounts to mitigate retention risk through client action plans and training
○ Continuously drive product value and ROI by strategically advising clients on client's product features
○ Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
○ Remain current on industry news and current events understanding and proactively identifying impact on customer decisions and strategy
○ Take the initiative to document best practices and sharing successes with the team
○ Document all customer interactions, tasks and goals in Gainsight

What You’ll Bring

● Minimum of 2 years customer-facing experience, preferably in a SaaS or subscription business managing a portfolio of 300+ accounts

● Experience using Gainsight and Salesforce or similar CRM software

● Demonstrated experience and passion for social technologies and SaaS space
● Customer-first mentality and talent for building strong relationships
● Experience working cross-departmentally (with Sales, Front-line Customer Service, Product, Engineering) to serve the needs of customers
● Ability to prioritize and manage expectations within a fast-paced environment
● Excellent written and verbal communication and presentation skills

With a diverse global team working together, we proudly embrace and live by these shared values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.

• Impact: Do, get it done, create impact.

• Passion: Be positive, bring passion and energy.

• Transparency: A transparent team can help each other.

What are you waiting for?

Join the A-Team and experience the A-Life!