Customer Success Manager

Summary

Join CallMiner's Customer Retention Team as a skilled Customer Success Manager. Drive business value for customers by ensuring swift realization of benefits and guiding them through the Conversation Intelligence maturity curve. Balance tactical and strategic customer needs to ensure robust Gross Renewal Rates (GRR) and Net Dollar Retention (Net$Ret). Help customers execute initiatives effectively and deliver value aligned with their business objectives. Manage customer experience from sales transition through post-sales onboarding and adoption. Collaborate with the Revenue Team to ensure effective retention and growth strategies. Understand customer business processes and KPIs to enhance operations using Conversation Intelligence.

Requirements

• 4+ years in customer success, account management or client relations
• Bachelor's degree in a business-related major or equivalent work experience
• Experience developing and managing B2B customer relationships
• Experience with the development, execution, and overview of account plans
• Ability to manage customer expectations and be assertive, persistent, and persuasive
• Able to engage management decision makers and influencers at any level
• Excellent communicator with strong written and verbal communication
• Demonstrated ability to understand customer requirements and translate into a quantifiable solution
• Strong financial acumen with experience supporting revenue generating or cost reduction initiatives
• Ability to effectively prioritize workload and manage changes in priority and direction
• Must be computer literate; have experience using Microsoft Office Suite and other customer centric software
• Based out of our Waltham, MA office or remote
• Potential travel up to 30%

Responsibilities

• Manage the customer experience from sales transition through post-sales onboarding and adoption for assigned customers
• Retain and manage a book of business exceeding $+/-8 million in ACV
• Collaborate with the Revenue Team to ensure an effective retention and growth organization strategy including organizing engagement across the C-Suite, Sponsor, Program Lead, and influential individual contributors
• Understand each customer's business processes and KPIs to determine how Conversation Intelligence can enhance their operations
• Consult & collaborate with customer teams to deliver expert coaching to implement change to realize value
• Establish and maintain knowledge of platform capabilities and be able to match feature functionalities to specific business use cases
• Leverage Gainsight Success Plans to understand the assigned customer portfolio and collaborate across program and operational levels to track and complete use cases, ensuring team alignment and execution to drive customer value
• Foster a culture of accountability among customers in executing success plans, encouraging transparency and collaboration
• Provide thought leadership to customers and challenge perceptions when appropriate to guide them in defining, building, and measuring Conversation Intelligence use cases
• Effectively engage the customer executive sponsor and CallMiner's internal teams to cultivate alignment and strengthen partnerships
• Anticipate and identify issues and conflicts; in escalated situations, quarterback efforts across teams to ensure swift resolution
• Build strong relationships with customers and empower them to share their success stories internally and externally
• Collaborate with marketing to create compelling case studies showcasing customer success stories
• Drive account retention by collaborating with internal and external stakeholders to deliver renewal proposals aligned with customer business goals
• Collaborate with Revenue team members to identify & qualify new business opportunities through account & success planning

Preferred Qualifications

• Bi-lingual speaker preferably Spanish language
• Prior experience in Customer Success or Account Management in a SaaS environment

Benefits

• Reimbursement programs for both fitness and tuition
• Generous PTO including an annual volunteer day
• Paid maternity, parental leave