iManage · 6 days ago

Customer Success Manager

United States

Full-time

Remote

Senior Level

3+ years exp

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Responsibilities

Providing management of assigned Cloud customer portfolio, establishing relationships with key customer contacts, addressing customer feedback and outcomes, while focusing on customer retention and striving for customer advocacy.

Creating and enforcing plans to meet customer outcomes, resolving customer blockers, and validating outcomes through direct conversations and metrics analysis.

Designing and optimizing customer adoption, loyalty, communication, and engagement strategies to increase retention and reduce churn.

Establishing a communication cadence with customers to discuss business needs and risks, acting as the central point of contact for strategic customer outcomes.

Working with customers and Channel to implement success programs, maintaining strong relationships with colleagues, and presenting customer Business Value Reviews.

Leveraging account intelligence, understanding customer segments, and driving best practices throughout the customer lifecycle.

Qualification

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Management ConsultingRelationship ManagementCustomer SuccessSaaS EnvironmentStructure DesignProblem-SolvingResourcefulnessCommunicationOrganizationalProject ManagementIManage ProductsTotangoSalesforceTicketing SystemsPMP CertificationCloud Software ImplementationLaw Firm ExperienceTeamwork