Mid-Market Customer Success Manager

| San Francisco
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As a Mid-Market Customer Success Manager, you will be a trusted advisor to Mid-Market customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You’ll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You’ll will work with our customer C-Suite and executive teams, as well as our program counterparts to drive a successful program.

This role works with stakeholders across the company in Sales, Support, Marketing, Product, Engineering, and Finance. Our Customer Success team is located at our HQ in Palo Alto. There's flexibility for this person to work in our SF office a few times a week after ramp up.

RESPONSIBILITIES

  • Manage all post-sales activity for Mid-Market customers through strong relationship-building, product knowledge, planning, and execution
  • Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
  • Work closely with your Account Executive counterpart to develop a joint success plan for your customers
  • Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
  • Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention
  • Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
  • Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews
  • Work closely with Product and Engineering on identification/tracking of enhancement requests
  • Handle escalations and work across teams to resolve issues
  • Improve upon our existing approaches to customer engagement and account management leveraging our CS platform

QUALIFICATIONS

  • Bachelor’s degree
  • 3+ years of experience in Customer Success, Account Management, or related customer-facing position within a rapidly growing SaaS company
  • Strong communication skills
  • Be able to think strategically, problem solve, and prioritize tasks and initiatives in a fast-paced environment
  • Data driven mindset with attention to detail is a must
  • High energy, go-getter with fresh ideas who takes the initiative to get things done
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Location

409 Sherman Avenue, Palo Alto, 94306

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