Details zum Jobangebot
About The Role
As a Customer Success Manager at the cloud-based infrastructure company, you will be responsible for nurturing the top accounts to drive greater adoption, satisfaction, and expansion revenue through technical guidance, thought leadership, and best practices. You will work directly with many of the top customers to help enable their success.
What You'll Do
- Manage approximately 100 customers in the small and mid-markets
- Keep up with industry trends in the blockchain space
- Successfully onboard and determine how the company can help customers meet their objectives
- Conduct regular strategic engagements and ensure feedback is provided to internal teams
- Negotiate renewal and expansion pricing and contract terms
- Analyze each situation to determine the level of service needed for customer satisfaction
- Establish a deep level of trust with customers to solidify the existing strategic partnership
- Work closely with the Sales team to ensure the overall health of the accounts, ensure renewal/no churn, and surface any upsell/growth opportunities
- Identify accounts likely to churn based on usage data and develop strategies to retain and save them
- Address escalating client issues with speed and urgency
- Communicate resolution plans, progress, and status of requests externally and internally
- Perform QBRs to review account health with stakeholders and capture requirements to help remove potential blockers to further expansion
- Develop and deploy playbooks and other content
What You'll Bring
- 2-5 years of Customer Success-facing experience in a hyper-growth environment
- Proactive management of a variety of customer relationships from launch to go-live, through renewal and the entire lifecycle in between
- Obsession with customer success and a focus on creating success plans to track outcomes
- Ability to build and execute comprehensive success plans for complex customers
- High integrity, humble, and a team-first mentality
- Results-oriented individual who works well under pressure
- Experience working with a technical product and willingness to learn complex technical concepts
- Ability to document stages and meet key deadlines for renewals and expansions
- Business acumen with an implicit understanding of how to prioritize tasks
- Strong analytical and problem-solving skills
Bonus
- 1+ years of experience in Blockchain technology
- Experience working at a start-up
- Experience updating customer notes and stages in a CRM tool
Salary Range
$130,000 OTE
