Customer Success Manager

Description

In this on-site role, you will be responsible for developing and maintaining strong relationships with a portfolio of assigned accounts, ensuring their satisfaction and driving revenue growth. You will act as a trusted advisor, proactively identifying client needs and exceeding expectations. We’re looking for a self-starter who takes ownership, follows through, and can move work forward with sound judgment given appropriate direction. This person should be resourceful, scrappy, and proactive about identifying opportunities and identifying issues. Strong persuasion skills are also important: the ability to build trust, uncover customer needs, influence action, and confidently guide conversations toward the right outcome.

Job Functions

• Build and nurture strong, long-term relationships with assigned accounts.
• Develop a deep understanding of client needs, challenges, and goals.

Partner with clients to develop strategic account plans that drive growth and achieve mutually beneficial outcomes.

• Manage and exceed assigned sales targets for your accounts.
• Identify upselling and cross-selling opportunities to maximize customer value.

Manage the customer lifecycle, ensuring exceptional service and exceeding client expectations.

• Proactively identify and resolve inbound client issues, fostering trust and loyalty.
• Recognize opportunities for up-, and cross selling from inbound member queries.
• Regularly communicate with clients, providing timely updates and market insights.

Develop and maintain strong relationships with internal teams (e.g., Sales, Marketing, Customer Success) to ensure seamless client experience.

• Contribute to the development and execution of sales strategies and initiatives.
• Ongoing professional development to stay abreast of industry trends and best practices.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field (preferred).
• Minimum of 3-5 years of experience in account management or a related sales role.
• Proven track record of exceeding sales targets and building strong client relationships.
• Strong understanding of customer relationship management (CRM) principles and tools.
• Excellent communication, interpersonal, and presentation skills.
• Ability to build trust and rapport with clients at all levels.
• Excellent problem-solving and analytical skills.
• Strong organizational and time management skills.
• Ability to work independently and manage multiple priorities effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).