Customer Success Manager

Summary

Join Experience.com as a Customer Success Manager (CSM) and build thriving client partnerships, aligning customer business goals to maximize value realization from our solutions. As a CSM, you will create and execute customer success plans, establish proactive relationships with clients, and deliver a proactive engagement and communication strategy. You will manage programs, optimize processes, and define key performance indicators. The role also involves educating customers on our solutions, collaborating across the organization, and advocating for customers. You will design and deliver customer success engagements, manage the customer experience, and foster a customer success culture. This is a full-time, remote position.

Requirements

• Bachelor’s Degree in a relevant field, such as business management, industry, or program management
• 3+ years of progressive experience in customer success, account management, customer operations, client services, or program management in a client-facing capacity, with direct accountability for retention and expansion of the customer account relationship
• Exceptionally strong consultative, presentation, and relationship skills are essential
• Experience working with Executive and C-Level Teams
• Ability to understand and document customer requirements, map to product, track and report metrics, identify upsell and cross-sell opportunities
• Proven history of identifying and executing actions to drive high levels of customer retention and growth
• Excellent written and verbal communication skills, with the ability to convey highly technical information in an easy-to-understand manner
• Excellent organizational skills and experience managing competing priorities

Responsibilities

• Create and execute Customer Success plans to establish strong trust-based client relationships, driving adoption and business value from solutions and our partnerships
• Establish proactive, value-driven, high-touch relationships with customers to understand, document, and align client strategies and business objectives with Experience.com’s product portfolio and service capabilities
• Deliver a proactive engagement and communication strategy that focuses on meeting customer outcomes, creating client advocates that evangelize Experience.com and drive new opportunities
• Engage consistently with customers throughout the client lifecycle to ensure alignment on actual vs. expected performance, value realization, and business goals, to drive solution and partnership impact
• Manage programs and optimize processes in the Experience.com Customer Journey, utilizing success markers to maintain the proper balance between technology and touch to maximize customer health
• Define and monitor key performance indicators on a portfolio of clients and execute actions to ensure these targets are consistently met and jointly scored between Experience.com and our customers
• Educate customers on Experience.com’s solution landscape, relevant to their business practices, while also conducting workshops to build stakeholder alignment on joint roadmap for products and services
• Work collaboratively across the Experience.com organisation to amplify the impact of client feedback, ensuring customer questions, comments, and concerns lead to consolidated, actionable plans that deliver results
• Partner extensively with the internal stakeholders to support account teams in conducting business reviews and structured engagements that deliver valuable business insights and roadmap alignment
• Design, develop, and deliver customer success engagements and campaigns that mitigate risk, reduce churn, drive referrals, and maximize growth on the account, deployed internally and externally
• Manage the customer experience, orchestrating and collaborating with the internal teams and resources to ensure and document clients’ progress, achieve their goals, and execute cohesively
• Direct a cross-functional approach that supports the customer onboarding framework by identifying and executing actions that drive client business value realisation against purchased solution scopes
• Advocate for customers by channeling the ‘Voice of the Customer’ to drive best practices, aligning their business roadmap with our platforms and solutions, and engaging them as a community
• Execute on or participate in the Experience.com Customer Success organisation’s alignment and evolution of programs to accommodate changes in business requirements, partner or vendor agreements, etc
• Evaluate and generate internal buy-in to the Customer Success philosophy and ensure it permeates all organizations, departments, programs, and initiatives across the company
• Foster a Customer Success culture by sharing customer insights, wins, and growth opportunities that inform sales, engineering, marketing, and service improvement opportunities
• Monitor client usage against costs of consumption for input into utilization management recommendations
• Maintain industry and technical knowledge by attending workshops and reviewing relevant publications, establishing networks, and participating in professional organisations

Preferred Qualifications

• Master’s Degree or other advanced degree
• Six Sigma Green Belt or higher
• Prior experience with managed services or cloud services brokerage
• ITIL, PMP, COBIT, or related industry certifications
• Experience with Salesforce or Service Cloud
• Prior experience with data modeling and predictive analytics
• Strong ability to manage process execution across the Information Technology stakeholder, partner, and vendor ecosystems; experience with cloud vendor systems such as Microsoft or Cisco
• Proven ability to facilitate and work across internal teams (Engineering, Product Operations, Sales, Finance, etc.) to obtain knowledge and necessary information in accelerating delivery efforts