Customer Success Manager – Growth
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Job Description
Customer Success Manager driving adoption and renewal revenue with Varicent's SaaS solutions for the Growth segment. Collaborating with customers to enhance their experience and become advocates for the company.
Responsibilities:
- Manage a portfolio of accounts on both a 1:1 and a 1:Many basis, connecting Varicent to our Customers through digital channels
- Represent the voice of the Customer (customer advocacy) to provide input into every core product, marketing, and sales process
- Identify expansion opportunities to drive value both for the Customer and for Varicent
- Create value for Customers by collecting and sharing success stories and be accountable to drive high usage of Varicent products via thorough and action-oriented playbooks
- Develop and leverage Varicent product expertise to support our Customers in their journeys
- Leverage data collected to refine and optimize existing playbooks, as well as build out additional plays to continue to drive Customer maturity
- Build and maintain relationships with the relevant stakeholders in your portfolio
- Engage with your Customer early in their lifecycle from onboarding through value realization
- Maintain and update the various systems used to support the 1:Many dynamic, with urgency and high attention to detail
- Become a product area SME (subject matter expert) and represent that area in the creation of digital content to be consumed by the Customer base
- Seek and act on manager feedback to promote growth in role
Requirements:
- 2+ years of experience in customer success or account management in a SaaS or software company
- Experience creating digital marketing content preferred (including digital marketing tools)
- Passionate about the future of work, and positively impacting the working lives of people in large organizations
- Team-player who has a proven track record of excelling in fast-growing environments and taking initiative above and beyond the call of duty
- Ability to build trust and communicate effectively with a broad range of stakeholders: executives, administrators, technical leads, etc.
- Demonstrated ability to work independently to ensure the success of your Customers and Varicent
- Ability to connect the Customer’s business process to product capability
- Strong interpersonal skills that establish trusted advisor relationships with clients
- Strong organizational/time management skills and the ability to manage multiple projects simultaneously
- Familiarity with tools commonly used in CS: Salesforce, Gong, Zoom, Excel, PPT, etc.
- Adaptable mindset, able to operate effectively with change
- Driven, self-motivated, enthusiastic, with a “can do” attitude
- Experience negotiating contracts and managing renewals
- Cultural awareness and appreciation for diversity
- Bachelor’s degree with information technology/business/finance focus preferred
Benefits:
- variable compensation program
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