Eaton · 4 days ago

Customer Success Manager

Moon, PA

Full-time

Onsite

Senior Level

$137K/yr - $200K/yr

8+ years exp

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Responsibilities

Develop, refine, and standardize customer success practices to improve customer outcomes and operational efficiency.

Assist with company segmentation strategy, ensuring customer success for all at every level of segmentation.

Manage the health of the customer relationship by working cross-functionally to ensure customer expectations and requirements are understood, onboarding is effective, users are trained and deliverables are met.

Collaboratively build customer success plans and establish goals to aid the customer in achieving their objectives and continuous value.

Work cross-functionally in a global, matrixed environment with product teams, solutions architects, offer management, customer support, professional services, and sales teams.

Manage, analyze, monitor, and report key performance indicators (KPIs) related to customer success, including but not limited to renewal, churn, and adoption rates.

Drive VoC (Voice of the Customer) initiatives, gathering valuable insights and customer feedback for continuous product improvement.

Analyze, design, and implement processes to streamline the customer lifecycle, including onboarding, engagement, and renewal activities.

Coordinate with platform teams to install and implement customer success metrics and required changes.

Manage and analyze customer surveys, Net Promoter Score (NPS), and overall satisfaction metrics to gauge customer satisfaction.

Implement renewal strategies to ensure customer satisfaction and retention, fostering long-term partnerships and revenue growth.

Ability and willingness to travel up to 25%

Other duties as assigned.

Qualification

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Customer SuccessAccount ManagementDeploymentGreenfield EnvironmentGlobal Matrixed EnvironmentFortune 500Business-to-Business (B2B)Enterprise SaaSSalesforceOperational AnalyticsRenewalsCloud Software