Customer Success Manager/Associate - IT

As a Customer Success Manager, you are responsible for driving customer loyalty, growth, adoption, and success with our client, including customer onboarding, project success, cross-selling, retention, and renewal. You are extremely customer focused, and a self-starter with a proven track record of driving customer success. You are strategic, sales-focused, and result-driven.

In order to achieve your goals as a Customer Success Manager, you will:

- Grow the customer relationship, becoming a trusted partner to guide them through their journey.

- Develop and implement tailored programs that provide continued value to the customer, ensuring renewals, and driving long-term account growth.

- Ensure customers recognise maximum value from their investments.

- Collaborate with the Sales team to ensure subscription growth.

- Leverage your Customer Success experience to integrate new ideas and processes.

- Drive the on-boarding processes and work cross-functionally with our Support and Services teams to proactively manage each customer's successful deployment.

- Proactively manage each customer's business needs and environments, actively seeking opportunities to up-sell, and cross-sell.

- Think outside the box, and lead strategic initiatives to improve the customer experience.

- Focus on driving long-term customer value.

- Contribute to an amazing work culture and environment.

Qualifications:

- 2+ years in customer success role.

- 5+ years in a customer facing role.

- Excellent verbal and written communication skills.

- Email automation experience with applications such as SalesLoft or Yesware.

- Extensive experience with Salesforce to maintain accurate activity, contact, and account information of customers and prospects.

- Self-starter with a proven track record of driving customer success, including onboarding, adoption, renewals, quarterly business reviews.

- Ability to understand customer requirements, and identify up-sell and cross-sell opportunities.

- Experience working with a sales team and partnering with account executives in development and closure of sales opportunities.

- Highly data-driven with commitment to process.

- Strong interpersonal skills and experience initiating and building positive relationships

Team player with the high integrity.

- Capable of changing direction rapidly, to keep up with unpredictable nature of a tech startup.

- Strong organization and time management skills with the ability to manage multiple projects simultaneously.

- Must be able to excel in an environment where trying and failing is part of the journey.

- Familiarity with IT concepts and industry trends is a plus.

- Experience with software sales and SaaS model is a plus.

- Global experience is a strong plus.