Expertise.com is hiring a
Sr. Customer Success Manager

Summary

The job is for a Senior Customer Success Manager at Expertise, a company that supports local service providers. The role involves managing large and complex clients, driving lead delivery, analyzing data, growing the business, securing renewals, and using client relationships to generate new business.

Requirements

• Strategic business consulting: scoping and leading large and complex projects, creating data-driven strategies for change, and influencing clients
• Decision Making: weighing opportunity costs and tradeoffs, considering second and third order effects, seeking and collecting stakeholder feedback, and communicating decisions made to get buy-in
• Data Analysis: interpreting and manipulating basic to semi-complex data sets (like a conversion funnel) to identify trends, create potential strategies, and tell stories
• Account management: upselling, owning renewals, and using client relationships to generate net new business
• At least 5 years as a business consultant or customer success manager managing large and strategic accounts
• At least 5 years interpreting data to generate insights, and create customer-facing data-driven stories, strategies, and recommendations
• At least 3 years managing renewals of large and complex accounts with a demonstrated record of hitting combined renewal and growth targets
• Familiarity with lead generation, digital marketing, lead conversion

Responsibilities

• Manage large and complex clients and subjects
• Drive lead delivery and campaign success cross-functionally
• Analyze, report on, and recommend strategies to improve lead generation conversion funnel
• Grow the business: Identify upsell and cross sell opportunities
• Secure renewals: monitor subscriptions for renewal risks and opportunities