Accruent · 2 days ago

Digital Customer Success Manager

United States

Full-time

Remote

Mid Level

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Responsibilities

Proactively engage with customers through targeted communication channels (email, in-app messages) to provide valuable insights, promote new features and webinars, and address concerns.

Monitor and analyze customer adoption data to identify potential churn risks, underutilization of features, and areas for improvement.

Leverage customer data to identify trends, themes, and areas for optimization within the product.

Execute the customer engagement plan to guide customers through product features and functionalities throughout their journey, increasing adoption aligned to their business goals and outcomes.

Gather customer feedback through surveys, interviews, and other methods to identify areas for improvement and inform product development.

Support renewals strategy by collaborating with renewals team to identify potential renewal risks and proactively work to retain customers through value demonstration and addressing concerns.

Work closely with cross-functional teams including sales, marketing, product, solution consultants, and customer support to ensure a seamless customer experience.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer success experienceData analytics experienceData analysis abilityCustomer portfolio managementMarketing experienceSaaS experienceDigital platforms understandingCRM tools proficiencyCustomer success platforms proficiencyProject management experienceEnglish advanced skillsGainsight proficiencySalesforce proficiencyProblem-solving focus