Customer Success Manager

Customer Success ManagerConshohocken, PennsylvaniaCustomer Success ManagerDepartment: Customer SuccessReports to: Director of Customer Success, Strategic AccountsThe Customer Success Manager is responsible for the building and management of customer relationships while leading the customer to full adoption of our products. The Customer Success Manager plays a key role in developing strategic relationships with customers and demonstrating high NPS scores and expansion opportunities. This role involves the proactive engagement in day to day management of the account including strategic account planning and customer success issue resolution.

The Customer Success Manager has a high attention to detail, strives for customer success and satisfaction, is articulate and credible, and metrics driven.Responsibilities:Maintain strong relationships with customers and ownership of customers' success through renewal rate, NPS and other metrics that measure customer success.Drive strategic development of customer programs and actively pursue opportunities to improve through expansion, enhancements and operational improvementsIdentify opportunities to increase revenue conversionEstablish initiatives to encourage customer growth and upsell opportunitiesCreate and drive value realization throughout the lifecycleProactively identify account risks and drive mitigation strategiesWork with cross functional partners to develop strategies and materials to increase the quality and efficiency of support to customers and usersWork with CSM Leaders on business initiatives and other projectsWork with marketing team to identify customer advocates to participate in feedback opportunities and case studiesWork with Finance teams to improve revenue predictability for customersAssist in the hiring and training of Customer Success ManagersPerform other duties, assignments, and special projects as time or circumstances demandQualifications:At least 10 years working in account management or equivalent roleBachelor's Degree or equivalent combination of education and experience preferredAt least 2 years of Industry related experience requiredProven proficiency in customer retention, presentation skills and ability to work independently to drive a virtual team to deliver customer successAbility to align internal resources to meet customer requirements and deadlines.Proven track record of sustaining and growing complex relationshipsCommercial instincts a must with strong leadership, teamwork, & cross-group collaboration skills.Be a self-starter with a positive attitudeExtremely organized, with effective time management skillsWe are aware that an individual(s) are fraudulently representing themselves as Suvoda recruiters and/or hiring managers. Suvoda will never request personal information such as your bank account number, credit card number, drivers license or social security number — or request payment from you — during the job application or interview process. Any emails from the Suvoda recruiting team will come from a @suvoda.com email address.

You can learn more about these types of fraud by referring to this FTC consumer alert.As set forth in Suvoda's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.If you are based in California, we encourage you to read this important information for California residents linked here.