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Netrio · 7 hours ago

Customer Success Manager

New York, NY

Full-time

Onsite

Mid, Senior Level

$120K/yr - $130K/yr

5+ years exp

Netrio is a company focused on customer success and service continuity. The Customer Success Manager will lead communication efforts, drive client retention, and coordinate cross-functional teams to enhance the customer experience.

Cyber SecurityInformation TechnologyIT ManagementNetwork SecurityTelecommunications

Responsibilities

Provide reporting for Customer Success Managers on current and past results, renewals, upsell forecasts, and client technology

Track leading indicators of customer health, churn, customer adoption, renewals, and upsell opportunities

Provide actionable, fact-based research and insight that align with objections, goals, and business decisions

Determine the timing and content of appropriate touch points for CSMs throughout the customer journey to drive optimal adoption and retention

Drive coordination of 1-Many communications within the CSM team to synchronize email outreaches

Responsible for delivery, and accuracy of Agio Insights reports

Detect early signals of at-risk renewals, design actions to address them, and provide paths to escalations when needed

Identify areas for upsell and cross-selling opportunities

Ensure clear and consistent communication channels are established between Managed IT, XDR and Cybersecurity governance teams

Coordinate cross functional processes that help meet renewal and upsell targets which include processes for CSMs to: Relay customer feedback to the product management team, Align with support team on resolution of major cases, Provide feedback to Marketing on the readiness of our customers, Help the Professional Services team overcome delays in implementation

Manage expectations and be able to say 'no'

Monitor multiple projects and report status to team, stakeholders, customers, and leadership team

Manage tradeoffs and be able to advise on the impact of changes in features, schedules and scope and how that impacts cost, delivery, and project objectives. Invoke change orders as needed

Measure customer performance, LTV, and other sales metrics using appropriate tools and techniques

Perform risk management to minimize project risks

Create and maintain comprehensive process documentation

Qualification

Customer Success ManagementAnalytical mindsetCommunication skillsMicrosoft solutionsNetworking technologyNegotiation skillsMentorshipEmpathyService offerings knowledgeRisk managementCreative thinkingContinuous learningPresentation skills