Job Summary

As a Customer Success Manager, you will be a trusted partner to a defined portfolio of customers, focusing on expansion, price increases, and renewal initiatives. Your primary objective will be to drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) by ensuring customer satisfaction and engagement. You will leverage your expertise to support customers in maximizing the value they derive from our solutions.

Responsibilities

• Develop and maintain strong relationships with key stakeholders within assigned customer accounts.
• Proactively identify opportunities for account expansion and additional service offerings.
• Facilitate regular business reviews with customers to assess their needs and gather feedback.
• Collaborate with internal teams to ensure customer success initiatives are implemented effectively.
• Monitor customer health metrics and address any issues that may impact retention.
• Assist customers in achieving their business goals by providing strategic guidance and best practice recommendations.
• Manage the renewal process, ensuring timely and accurate contract negotiations.
• Act as the voice of the customer within the organization to drive product and service improvements.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field.
• Proven experience in customer success, account management, or a related role in the B2B SaaS industry.
• Strong understanding of customer success metrics, including GRR and NRR.
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects and priorities simultaneously.
• Strong analytical skills to assess customer data and drive actionable insights.
• Proficient in CRM software and customer success tools.

Benefits

• Competitive salary and performance-based bonuses.
• Flexible work hours and remote work options.
• Comprehensive health, dental, and vision insurance.
• Professional development opportunities and support for continuing education.
• Collaborative and innovative work environment.
• Opportunity to make a significant impact on the growth of our portfolio companies.