Commercial Customer Success Manager

Summary

Join Monte Carlo's growing Customer Success team as a Commercial Customer Success Manager! You will be responsible for designing and driving the success of our long-tail portfolio accounts. This role involves managing the entire client journey, conducting value-based business reviews, leveraging product expertise, and building relationships with client executives. You will monitor account health, define strategies for driving adoption and growth, and partner with Sales and Product/Engineering teams. The ideal candidate possesses 2+ years of B2B SaaS customer success experience and a strong understanding of customer needs and growth strategies. This is a remote position.

Requirements

• 2+ years of B2B SaaS customer success experience working with accounts of various sizes
• Strong empathy for customers -and- passion for growth
• Analytical and process-oriented mindset
• Self-driven initiative to success in a startup environment where things can change quickly from day to day, including priorities and goals
• Track record of driving positive customer success outcomes: retention, expansion, churn reduction, client advocacy, and account lifetime value
• Technical aptitude and ability to acquire knowledge of new products and constructively engage with product leadership to help shape the product roadmap

Responsibilities

• Lead and manage the entire client journey from onboarding to adoption, value realization and renewal
• Plan and deliver value-based business reviews with client executives
• Leverage your Monte Carlo product expertise to prescribe best practices to grow adoption and enhance the value driven from Monte Carlo
• Identify and develop relationships with client executives that include VPs, C-suite officers, founders, and CEOs
• Regularly monitor account health and adoption to find opportunities to help customers acquire maximum value from Monte Carlo
• Define and execute a scalable strategy for driving adoption, technical success, and growth across the long-tail customer base
• Define and execute intervention activities for common customer challenges or opportunities
• Partner with Sales to identify risks and opportunities within all accounts and expand our revenue in accounts through cross-sell/up-sell
• Partner closely with Product/Eng to share the voice of the customer / provide feedback on the product roadmap, as well as relay product information back to our customers

Preferred Qualifications

Experience with larger books (50+ accounts)

Benefits

Remote work