Remote Customer Success Manager

Summary

Join Pocus as a founding member of the Customer Success team and help transform go-to-market teams into best-in-class operators. As a business-impact obsessed consultant, you'll develop strategic action plans for each account to ensure customers' success throughout the customer journey.

Responsibilities

• Operate as a business-impact obsessed consultant to our enterprise customers and the accountable owner for their success with Pocus
• Develop and execute strategic action plans for each account to ensure customers' success throughout the customer journey
• Own the relationship with a cross-functional team of our customers' senior leaders across Sales, RevOps, and Data, and be a trusted advisor on their strategic priorities as it relates to Pocus
• Map customer's business priorities to solutions in Pocus. Be prescriptive and highly consultative in with customers on how we will drive their success
• Audit the business impact of the customer’s Pocus program and run business review workshops, offering insightful GTM advice for driving increased revenue impact across the customer’s GTM organization
• Proactively identify customers who aren’t maximizing their usage, subsequently creating and executing improvement plans
• Build & communicates a quantified value story. Analyze success data and develop an impactful value narrative for the customer executive team
• Drive adoption directly and indirectly by managing the customer to effective change
• Owns the project management of activities (ours and the customer’s) and actions to drive adoption
• Develop SME programs to create power users and influencers ready to champion and enable others in the business
• Prescribe incentive programs and reinforcement mechanisms to drive adoption and make sure Pocus is embedded in core GTM processes
• Ensure the customer has the right training and enablement assets available to their reps
• Identify potential power users, low adopters and bubble up to program leadership for action
• Educate users with product enablement & training
• Own customer renewal and expansion
• Work closely with business stakeholders and executive leadership to craft a value narrative to maintain and expand our footprint with the customer’s business
• Completely own the renewal process, while working closely with our sales team to identify strategic areas of expansion
• Build customer success and be the voice of the customer
• Translate learnings from past experiences and time at Pocus to iterate and improve on all parts of CS at Pocus, including customer journey, rituals, and processes
• Collaborate and provide input on high-priority strategic initiatives that enable better support of our customers, including customer marketing, new product launches, customer service levels, and more
• Constantly capture and synthesize product feedback from our customers to provide datapoints to our Head of Product on product roadmap