Customer Success Manager, SMB

Responsibilities

• Analyze customer usage data to identify trends, areas for improvement, and opportunities for increased engagement. and proactively address risks to ensure retention.
• Develop actionable insights and recommendations based on data analysis to inform strategic decisions and help customers achieve their goals.
• Proactively identify and mitigate customer risks by monitoring adoption metrics and sentiment analysis, escalating issues as needed to ensure retention and growth.
• Develop account maps, identifying key players, and understanding customer’s businesses via 10k and other publicly available information.
• Enable customers to realize the full value of the Highspot platform and be able to articulate that value throughout their company. Deeply understand customer’s needs, thoughtfully helping business leaders to find opportunities to expand value, our footprint and depth of engagement.
• Multi-thread to any stakeholder you need to engage across Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels (ATL, OTL, and BTL) to accomplish your goals; in the event of key customer stakeholder turnover, you seek and build replacement relationships.
• Collaborate with your Account Management partners on account strategy and execution.
• Identify expansion and upsell opportunities to drive revenue growthIdentify and position add-on services to support customers in achieving their business outcomes and maximizing ROI  
• Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teamsKey
• KPIs: Your key KPIs will include, but not limited to, Customer Retention, Churn Rate, Expansion and upsell revenue, NPS and CSAT scores

Required Qualifications

• 5+ years of consulting, services, customer success, or account management experience, directly managing customers and customer relationships
• Excellent communication skills (verbal, written, presentations) and the ability to synthesize and summarize complex problems for an executive audience both internally and externally
• Strong collaboration skills to influence and gain alignment across internal and external stakeholders
• Proven ability to consult with customers at all levels of seniority to understand their business goals and to craft and deliver plans to exceed customer expectations for value
• Ability to thrive in ambiguous situations and is excited to create structure and process as we go for our largest customers
• Prioritizes customer experience with a focus on customer satisfaction and retention. You strive to understand clients’ strategic business goals, deploy critical thinking in leading and executing your portfolio, anticipate future needs, and determine solutions.
• Believes profitable customer relationships are founded on respect and that growth and expansion come from cultivating relationships. You have shown the capacity to develop relationships and optimize enterprise customer accounts, you understand what it means to evangelize your product.
• Excited about the ways products can be used to accelerate business goals. You have a strong intuition for business and an admiration for driving software solutions.
• Loves to learn about sophisticated technical products and to understand the intricacies of how they work.
• A teammate with a high level of integrity and a desire to assist your team. You stay calm in the face of technical and/or customer challenges. You corral the right people to resolve and infect others with your can-do spirit.
• You have skills for digesting and effectively communicating technical concepts across audiences of varying technical abilities. You’re resourceful - you might not have all the answers, but you know how to find them.
• You have a strong background in project management, organizing complex customer engagements across multiple stakeholder groups.