Customer Success Manager

Summary

Join our Customer Success team as a Customer Success Manager (CSM) and empower customers to be creative with Knak's world-class enterprise email and landing page creation platform.

Responsibilities

• Build deep relationships with our customers and ensure overall positive customer sentiment
• Understand customer’s current state, goals, and their desired value outcomes and identify gaps required to get to their desired outcomes
• Build a success plan to achieve the desired outcome
• Measure the client’s results and progress with the metrics that are important to the customer
• Create and maintain account plans to map each customer from organization structure, business information, process maps, and more
• Proactively recommend solutions that address client needs
• Provide customers with focused training, education and best practices
• Identify high value at-risk customers and lead execution of recovery plans to address the issue
• Be the voice of the customer internally and drive continuous product improvements from customer feedback
• Encourage deeper product adoption and ensure clients recognize value from Knak
• Identify and action opportunities for growth
• Help actively manage and improve the customer experience/journey