Remote Enterprise Customer Success Manager

Summary

Join Lightcast as a Customer Success Manager (CSM) to develop customer relationships that promote retention and loyalty. The CSM will work closely with internal and external customers to ensure satisfaction and improve areas of dissatisfaction.

Requirements

• 4+ years in Customer Success, Account Management, or similar role, that includes customer retention, growth, adoption and issue resolution
• Bachelor’s 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

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 with clients from end-users to C-Suite
• 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 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