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Customer Success Manager, Mid-Market
Redwood City, California
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Customer Success Manager, Mid-Market (REMOTE)
Redwood City, CA 94065
Overview:
The Mid-Market customer segment is our highest volume, fastest-growing customer base. As the Mid-Market CSM, you will be responsible for leading the charge on all proactive post-onboarding activities with this customer base, which include:
- Be a world-class CSM to your Mid-Market portfolio of customers by having a strong understanding of Customer Success concepts, best practices, and execution strategies
- Ensuring MM customers are continuously gaining business value from our platform using a combination of personal touch, digital communications, and self-serve resources where applicable.
- Engage and educate customers on functionalities and best practices by leveraging and conducting our 1 : Many Webinar Sessions
- Managing risk and support escalations
- Owning expansion quotas and ensuring high customer retention by working with and identifying executive sponsors to identify those opportunities
- Advocate for your customers, delivering value across the entire lifecycle
- Drive business outcomes and goals with your customers
- Increase the value we deliver to their organization and goals
- Partner with Customer Success Engineers to ensure proper technical integrations, where applicable
- Be a thought leader and advocate in customer interactions, industry and corporate events, and online in both customer-facing and internal communications
Qualifications:
- Bachelor’s Degree required
- 3+ years of relevant work experience in customer-facing customer success or account management role managing a book of business > 50 accounts (SaaS experience preferred)
- Proven track record in delivering great value to your customers
- Self-motivation, proactive team player
- Strong organization, communication, problem solving, and interpersonal skills
- Demonstrate engaging customer facing presentation skills
- Diplomacy, tact, and poise when working through customer issues and escalations
- Bachelor’s Degree or higher in a related field
- Ability to travel as needed for customer workshops and events