Customer Success Manager, Mid-Market
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Job Description
Customer Success Manager owning mid-market ecommerce client relationships for Triple Whaleâs AI operating system. Driving success plans, renewals, product adoption, and account growth.
Responsibilities:
- Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for clients while retaining and growing revenue
- Perform revenue and renewal forecasting
- Understand customersâ goals and implement tailored success plans
- Drive executive-level relationships and identify opportunities to expand clientsâ Triple Whale product suite
- Manage client relationships throughout goal-setting, value delivery, account growth, new product adoption, and renewals
- Deliver a consultant perspective in client interactions and create customized success plans
- Maintain deep product and marketing-landscape knowledge
- Lead and present client meetings in person and via video conference
- Analyze customer usage, forecast renewals, manage risk, and develop resolution strategies
- Lead client discussions about new products and integrations; translate feedback into product requirements
- Contribute to improving the Triple Whale customer experience
Requirements:
- Previous experience servicing customers in the ecomm space is a MUST, highly preferred from a SaaS environment
- Ability to thrive in a dynamic, fast paced startup environment
- Superb written and verbal communication skills
- Quick learner
- Flexible, embraces change and new responsibilities
- Excellent computer skills and tech savvy
- Service-oriented, passionate about providing top notch service to our clients
- Detail-oriented, capable of handling multiple responsibilities at once
- Positive attitude, empathy, and high energy
- Thrives in a collaborative team environment
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