Customer Success Manager

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

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