Navigator - Powered By LifeRaft is hiring a
Customer Success Manager

Summary

Join our team as a Client Success Manager and play a crucial role in fostering partnerships between LifeRaft and valued clients. Your primary focus will be understanding each client's unique business objectives and requirements, facilitating seamless onboarding and sustained utilization of Navigator's solutions.

Requirements

• 1-2 years of experience in a Customer Success role
• Experience in, and love for, customer relationship management
• Experience with Gong, Salesforce, Catalyst or related CRM tools for Customer Success and Sales
• Proactive Problem-Solving skills
• Ability to nurture caring and empathetic relationships with peers and clients
• Exposure to relevant technical acumen and exposure to and knowledge of professionalism best practices
• Ability and desire to be collaborative, and think critically
• Strong communication and time management skills
• Ability to be curious, tenacious, persuasive, and results-driven

Responsibilities

• Drive high usage of our Navigator platform by creating and executing action-oriented customer introduction, training, and adoption plans
• Help customers define clear business outcomes and then build a 'success plan' with appropriately identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them
• Build, maintain, and leverage strong relationships and regular communication with account stakeholders to create strong support for new opportunities and to secure their willingness to advocate on behalf of LifeRaft
• Utilize Revenue Team support to manage a book of business and identify renewal and expansion opportunities
• Work with clients throughout the customer life cycle to encourage growth and minimize churn
• Be responsible for managing (but not limited to) 6-10% of our Company’s Total ARR
• Monitor and analyze usage trends and health scores to uncover renewal risks, identify opportunities for contract growth/optimization, and drive end-user engagement
• Build long-standing relationships with daily users and executive stakeholders to understand how customers use the product, increase their return on investment, and achieve customer business outcomes
• Maintain internal CRM (currently Salesforce, Catalyst) with current account and contact information
• Manage account escalations
• Provide insights with respect to the availability and applicability of new features in LifeRaft if relevant
• Support LifeRaft in identifying and recommending training opportunities
• Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to LifeRaft account stakeholders and externally to Customer Sponsors and Executives
• Translate customer product usage data into actionable advice for customers