Customer Success Manager, Mid-Market
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Job Description
Customer Success Manager supporting Mid-Market clients in ecommerce at Triple Whale. Focusing on relationship management and data-driven program strategy.
Responsibilities:
- Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for your clients, while retaining and growing revenue for Triple Whale.
- Revenue and renewal forecasting
- Understand customersâ goals, and implementing tailored success plans
- Drive executive level relationships, and identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals.
- Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account including: Goal-setting, value delivery, account growth, new product adoption, and renewals
- Work independently to deliver a âconsultantâ perspective in all client interactions - creating customized success plans based on customers goals and challenges
- Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
- Lead and present at client meetings, both in-person and over video conference
- Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
- Lead discussions with clients to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements
- Contribute to the continued development and improvement of 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
Benefits:
- Health insurance
- Professional development opportunities
- Flexible work arrangements
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