Remote Customer Success Manager
Lightcast
πRemote - United States
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Job highlights
Summary
Join Lightcast as a Customer Success Manager (CSM) to develop customer relationships that promote retention and loyalty. The CSM will play a critical role in ensuring customers achieve their desired outcomes, are satisfied with our products and services, and ultimately realize the value they expect from their investment.
Requirements
- 3+ years in a Customer Success, Account Manager, or similar role, that includes customer growth, adoption and issue resolution
- Bachelorβs degree preferred
- Customer management experience in a software, data or SaaS environment preferred
- Sales/selling methodology and techniques
- Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services, Marketing, Product, etc.)
- Consistent track record to collaborate and build positive relationships with customers including the executive level
- History of presenting compelling presentations to executive level customers contacts and internal stakeholders
- Extensive experience analyzing data and being able to make meaningful deductions from the data
- Active Discovery, Analytical, Change Management, Critical Thinking, Executive Presence, Influencing, Lifecycle Management, Managing Ambiguity, Negotiation, Product Acumen, Problem-Solving, and Stakeholder Management
Responsibilities
- Guide new customers through onboarding, ensuring they understand the product/service and how to use it effectively
- Build strong, long-lasting customer relationships through regular communication and proactive support
- Monitor customer health metrics, identify at-risk accounts, and implement retention strategies
- Develop and execute customer success plans to ensure customers achieve their goals and objectives
- Act as the voice of the customer within the company, providing feedback to internal teams to improve products, services, and customer experiences
- Identify opportunities for upselling and work with sales teams to drive renewals
- Address and resolve customer issues and concerns in a timely and effective manner
- Provide training, resources, and support to help customers maximize the value of our products/services
- Track and report on key customer success metrics, including customer satisfaction, retention, and product usage
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