Customer Success Manager

The Customer Success Manager (CSM) plays a critical role in driving customer adoption, retention, and growth by ensuring customers maximize the value of the company's solutions. The CSM serves as a trusted advisor, developing long-term relationships with key customer stakeholders and managing customer health. This role focuses on delivering strategic customer outcomes through proactive engagement, success planning, and cross-functional collaboration. The CSM works to align customer goals with company offerings, delivering continuous value to ensure high levels of satisfaction and customer loyalty.

WHAT YOU'LL DO

• Cybersecurity Knowledge: Maintains a strong understanding of the company’s solutions and emerging cybersecurity trends to offer valuable insights to customers and protect their interests.
• Solution Expertise: Provides expert guidance on product capabilities, ensuring solutions are customized to fit customer-specific needs and industry requirements.
• Value Communication: Clearly articulates the business impact of the company’s solutions to help customers achieve their strategic objectives.
• Customer Journey Management: Establishes and manages the customer journey, ensuring each phase—from onboarding to renewal—drives satisfaction, adoption, and retention.
• Data Analysis and Insights: Leverages customer data and metrics to proactively identify opportunities for improvement, manage risks, and drive customer success strategies.
• Action Plan Execution: Develops and implements tailored action plans based on customer goals, ensuring alignment with both customer objectives and internal business strategies.
• Customer Health Ownership: Proactively monitors customer health and engagement, deploying strategies to address risks and optimize customer outcomes, reducing the likelihood of churn.
• Stakeholder Management: Builds strong relationships across customer organizations, working with stakeholders from frontline teams to executive leadership to align company solutions with customer goals.
• Customer Outcome Focus: Ensures customer success by aligning product value with desired business outcomes, fostering long-term partnerships and customer advocacy.
• Communication Skills: Delivers clear, impactful presentations tailored to various audiences, ensuring complex topics are understood by both technical and non-technical stakeholders.
• Empathy and Engagement: Manages complex customer relationships with empathy, engaging customers on a personal level to better understand their needs and provide timely solutions.
• Sense of Urgency: Prioritizes customer needs and responds swiftly to any potential risks or challenges, ensuring quick resolution of issues to maintain high satisfaction levels.
• Attention to Detail: Maintains accuracy and consistency across all customer deliverables, ensuring high-quality output in both communication and strategy execution.
• Risk Mitigation: Monitors customer activity to identify churn risks, taking proactive measures to mitigate potential loss.
• Upsell and Expansion Opportunities: Identify and nurture upsell opportunities, collaborating with the sales team to drive additional business from existing accounts.
• Customer Feedback Loop: Collect and communicate customer feedback to internal teams, ensuring the company’s solutions continue to evolve in line with customer needs.
• Cross-functional Collaboration: Work closely with sales, product, and services teams to ensure smooth onboarding, proactive support, and alignment of solutions with customer requirements.
• Mentorship: Support junior CSM team members by sharing best practices and providing guidance to ensure high performance across the customer success function.
• Special Projects: Lead special projects aimed at enhancing customer engagement, optimizing processes, or contributing to broader business initiatives.

QUALIFICATIONS

• Minimum length of time in current role: Typically 3-5 years
• Related work experience: 2+ years of related experience
• Education requirements: Typically requires a Bachelor's degree or equivalent experience
• Excellent presentation, written, and oral communication skills
• Strong interpersonal skills and experience initiating and building positive relationships
• Strong organizational and time management skills with the ability to manage multiple projects
• Cross functional leadership and team coordination skills
• Proven ability to navigate difficult and complex customer concerns with ease
• Creative problem-solver who acts confidently – spearheading solutions to problems that arise
• Demonstrated ability to research issues in a resourceful manner prior to escalating
• Subject matter expert in multiple brands
• Demonstrated negotiation and persuasion skills; ability to be tenacious
• Able and willing to travel on-site for customer visits as required by the business (up to 25%)
• Physical Requirements: keyboarding of 80% per day and primarily phone and computer work

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