MacStadium · 3 days ago

Customer Success Manager

United States

Full-time

Remote

Mid Level

$65K/yr - $85K/yr

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Responsibilities

Relationship Management: Develop and maintain strong, long-term relationships with key stakeholders in customer accounts. Act as the main point of contact for customer inquiries, escalations, and account management.

Account Growth and Expansion: Identify opportunities for account expansion by understanding customer needs, pain points, and growth plans. Collaborate with sales and product teams to propose tailored solutions that address customer requirements including cross-sells and upsells.

Retention and Renewals: Proactively monitor customer satisfaction and engagement levels. Identify potential risks to customer retention (i.e. churn) and implement strategies to mitigate them. Work closely with customers to ensure timely renewals and drive expansion opportunities.

Advocacy and Feedback: Serve as a customer advocate within MacStadium, representing the voice of the customer in internal discussions. Gather feedback on our products and services and relay it to relevant teams for continuous improvement.

Customer Education: Educate customers on MacStadium best practices, industry trends, and new features to help them maximize the value of our services.

Metrics and Reporting: Track key performance metrics related to customer success, including customer satisfaction scores, NPS, retention rates, and expansion revenue. Prepare regular reports and presentations to communicate insights and recommendations to internal stakeholders.

Qualification

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Saas/cloud technologiesTechnical conceptsCommunicationNegotiationInterpersonalProblem-solvingCustomer serviceIndependenceCollaborationSalesAccount ManagementEnterprise Customers