- Professional
SUMMARY
As a member of Mimeo’s Sales team, the Customer Success Manager will manage and develop client relationships, drive customer retention within a specified sales territory, and proactively leverage relationships to identify and pursue new business opportunities in other departments within the territory. The Customer Success Manager will partner closely with dedicated Sales Executives and Service teams to effectively manage customers in their assigned territory throughout their life cycle with Mimeo. This individual will be a subject matter expert capable of driving customer success and desired customer business outcomes.
As a member of Mimeo’s Sales team, the Customer Success Manager will manage and develop client relationships, drive customer retention within a specified sales territory, and proactively leverage relationships to identify and pursue new business opportunities in other departments within the territory. The Customer Success Manager will partner closely with dedicated Sales Executives and Service teams to effectively manage customers in their assigned territory throughout their life cycle with Mimeo. This individual will be a subject matter expert capable of driving customer success and desired customer business outcomes.
Key Responsibilities
Key Responsibilities-
Account Management / Retention -50%
- Serve as a primary point of contact throughout the customer lifecycle
- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
- Ensure customers derive maximum value and achieve desired business outcomes with their investments
- Proactively anticipate and identify upcoming needs
- Conduct project discovery/requirements
- Effectively manage customer issues including quality concerns
- Provide effective customer training
- Manage MSA Renewal
- Track and act on Customer Health Scores
- Consistently run successful Executive Business Reviews
- Identify up-sell opportunities within existing customer base
- Maintain accurate revenue forecasts
- Influence future lifetime value through product adoption
Cross-Selling (Penetration into New Departments) - 30%
- Actively prospect and build relationships with new departments, divisions, and business units within existing customer accounts that currently do not utilize Mimeo services.
- Develop and execute strategic account penetration plans to identify new use cases and service opportunities outside of the current customer's scope.
- Leverage existing relationships with customer stakeholders and executive sponsors as internal champions to gain warm introductions and access to new departmental leaders.
- Collaborate closely with Sales Executives to scope, propose, and close new business opportunities identified within the customer's broader organizational territory.
- Function as a Subject Matter Expert (SME) to new contacts, showcasing Mimeo's full portfolio of services and tailoring solutions to meet their unique departmental needs.
- Maintain a robust pipeline of prospective internal departmental leads and track all expansion efforts in the CRM.
Strategic Growth / Partnership - 20%
- Contribute to the development of company-wide best practices for customer success, retention, and expansion.
- Partner with Solution Engineering team to support and monitor customer onboarding and implementation
- Closely partner with dedicated sales and service representatives to drive customer success and growth
- Act as the voice of the customer internally, providing feedback to Product, Marketing, and Operations teams to inform strategy and continuous service improvement.
- Partner with Marketing on customer-facing initiatives such as case studies, testimonials, and marketing campaigns to drive advocacy.
- Identify opportunities for strategic service improvements and operational efficiency to enhance the overall customer experience.
Skills Knowledge and Expertise
SKILLS AND MINIMUM QUALIFICATIONS:
- Minimum of 3-5 years of experience, with a proven track record of success in corporate sales or customer success management, particularly to larger, more complex organizations
- Bachelor’s degree preferred
- Mastery of soft skills; like communication, listening and building rapport
- High energy, passionate and self-motivated with a strong work ethic
- Performance and Results Driven
- Improvement-minded; championing ideas and initiatives to help improve Customer Success processes
- Consultative selling experience
- Customer-centric mentality
Benefits
Mimeo’s values of Act Like an Owner, Drive Customer Success, and to Enjoy the Ride, are at the core of who we are and the decisions we make. As our employees are the most important aspect of our organization we make it a point to provide competitive benefits.
Some of our Benefits include:
Excellent medical, dental, and vision coverage for you and your family
- Competitive salary
- Generous PTO Policy
- Internal career advancement opportunities
- 401K is offered after 1 year of service
