Senior Customer Success Manager
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Job Description
Main owner of strategic client accounts responsible for client relationships and revenue retention at QA USA, Inc. Lead onboarding, training, and customer success strategies with a focus on digital skills development.
Responsibilities:
- Facilitate effective onboarding and training for new users.
- Develop and deploy customer success strategies tailored to client needs.
- Understand customers’ business value drivers and success criteria to develop account plans that achieve mutual success.
- Define and communicate clients’ digital skills gaps and training goals and act as an expert in the technical & digital landscape and be able to talk to clients with authority around the training that we provide.
- Set up curricula in partnership with the Go-to-Market Consultancy Team.
- Embed yourself as a strategic advisor, build rapport and understand needs for all key stakeholders up and across all relevant functions.
- Leads Business Reviews and regular meetings to drive success and measurable outcomes that prove ROI.
- Drive license activation and high engagement with our product and content.
- Proactively manage and demonstrate value for our clients through data-driven storytelling and consultative selling.
- Manage revenue retention and ensure high net and gross retention rates.
- Partner with Account Executives to identify and pursue expansion opportunities.
- Understand and navigate enterprise dynamics, budgeting cycles, procurement processes, forecast revenue attainment, and have a gap plan to address potential revenue churn.
Requirements:
- Proven track record in onboarding, driving user adoption, developing mutual success plans, managing revenue retention and renewals.
- Experience with expansion leads and partnering on growth strategies.
- Strong in proactive value management, consultative selling, and creating business cases for executives, renewal negotiations, and qualifying expansion lead opportunities.
- Foundational familiarity with Cloud Platform, Cyber Security, IT Service Management, Dev Ops, E-Commerce to engage with Technology, Product and Marketing functional leaders about learning goals.
- Demonstrable proof of recent learning (e.g., vendor certification, university course).
- Analytical with a data-driven mindset.
Benefits:
- 4 weeks of vacation per year, that goes up to 5 weeks after 2 years
- 5 sick days
- 2 volunteer days
- 3 professional development days
- 12 US holidays
- 3% match on the 401k, that goes up to 4% after two years, no vest
- Medical, dental and vision through Cigna and Guardian - basic plans paid by the company for the employee, there is an employee contribution if premium plan is chosen and/or family members added
- FSAs, HSA (with one medical plan), supplemental insurances
- $30/month cell phone reimbursement
- $200 equipment stipend every two years
- Pre-tax commuter benefits to those based out of NYC office
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