Client Success Manager

Summary

Join FiscalNote as a Client Success Manager and ensure clients maximize the value of FrontierView products and services. You will drive product adoption and usage, contributing to client retention and expansion. This role involves building relationships with key clients, collaborating with Account Managers, and identifying growth opportunities. You will manage customer onboarding, leverage CRM software, and contribute to account management strategy. The ideal candidate possesses strong communication and problem-solving skills, along with experience in customer success and consultative selling. FiscalNote offers competitive salaries, retirement accounts, and equity packages, along with comprehensive benefits.

Requirements

• 2+ years of customer success/support experience
• Experience conducting effective consultative conversations
• Experience and demonstrable success in engaging with clients, including individuals at prestigious organisations and those at executive level
• A proactive, solution-oriented approach to problem solving
• Fluency in the English language is essential
• Superior presentation skills and numeracy skills; facility with Excel and GSuite
• Strong written and verbal communication skills
• Proven ability to multitask and attention to detail

Responsibilities

• Liaise and build relationships with key individuals within clients in a defined book of business and ensure that they are satisfied with the services they receive
• Work closely with Account Managers on success plans for accounts in the book of business to grow and protect revenue; give early warnings regarding renewals and opportunities
• By managing your book of business, ensure Gross Revenue Retention and Churn targets are met, along with Product Adoption and usage rates
• Uncover growth opportunities to assist in expanding the account (additional licenses, products, use cases). Once identified, qualify these Upsell opportunities and Cross-sell opportunities and pass to the Account Manager to close
• Manage the implementation and onboarding process of new customers across multiple products
• Leverage CRM and CSM softwares to proactively focus on customers to reduce risk and drive product adoption and usage (as data is available)
• Contribute to account management strategy with in-depth knowledge of end user sentiment, behavior and adoption
• Consult customers on best practices and re-share knowledge as thought leadership amongst like customers
• Identify barriers or friction points that prevent end user adoption of a product and provide necessary guidance/resources to remove or reduce
• Design, craft and deploy different strategies to engage with clients, testing ideas and then sharing what works with the wider team

Preferred Qualifications

• Fluency in Spanish is highly desirable
• Experience delivering one-on-one product demonstrations or training to customers
• Familiarity with Salesforce, ChurnZero or equivalent CRM and CSM tools (desirable)
• Experience of international relations, international business or policy-making (desirable)

Benefits

• Competitive salaries
• Retirement accounts
• Equity packages