Key Responsibilities & Deliverables/Outcomes
Customer Advocacy & Expansion
- Drive upsell and expansion opportunities by aligning customer goals with our solutions.
- Increase product adoption for existing customers by 15%.
- Increase revenue from upsell and cross-sell opportunities through strategic customer success efforts.
- Establish a customer advocacy model that includes case studies, testimonials and referrals.
Customer Engagement & Retention
- Develop and implement customer success strategies to improve retention and satisfaction.
- Proactively identify at-risk accounts and deploy strategies to improve engagement and reduce churn.
- Partner with Sales, Product, and Marketing to ensure a seamless customer experience from onboarding to renewal.
Customer Success Process Optimization & Strategy
- Define and refine the customer success roadmap, ensuring alignment with company goals.
- Implement scalable processes and tools to improve efficiency and effectiveness.
- Leverage data and analytics to track customer health and drive customer optimization strategies.
Team Leadership & Development
- Build, mentor, and manage a high-performing Customer Success team.
- Establish best practices and standardized processes for customer interactions.
- Foster a customer-first culture that prioritizes value-driven engagement.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
- Day shift
Work Location: In person