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One10 · 1 day ago

Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$76K/yr - $76K/yr

6+ years exp

One10 is a company dedicated to innovation and the personal growth of its employees. The Customer Success Manager (CSM) plays a crucial role in managing customer relationships, driving value, and ensuring overall customer success through effective communication and collaboration with internal teams.

Business DevelopmentCollaborationInformation ServicesService Industry

Responsibilities

Support and own the day-to-day customer relationship; being the point person for both internal and for customer teams

Demonstrate a thorough understanding of program requirements for each customer in portfolio. Ensure that all relevant customer feedback is documented and shared with internal product teams as the process is defined

Work closely with product and digital teams to provide feedback in product development for roadmap vision and quality assurance that aligns to customer needs

Define and deliver individual customer business objectives, success metrics, value, and ROI at launch and on an ongoing basis

Review metrics, align strategies and demonstrate value and ROI to customers at regularly scheduled review meetings

Clear understanding of the overall platform functionality to effectively solution for customer promotions and initiatives. Educate and inform customers of product enhancements and changes as needed

Anticipate potential problems or issues customers may have and work to prevent and/or correct as soon as possible. Escalate/flag as needed

Encourage customer advocacy by documenting success stories and producing case studies. Encourage joining advisory and focus groups as appropriate

Work with internal team to ensure customers are set up for success upon launch of the platform

Deliver programs/projects/campaigns on time and in budget that meet or exceed customer expectations

Drive the renewal and new project SOW process. Retain and grow customer revenue by exploring and solidifying new opportunities

Review draft invoices and maintain overall accountability for accurate and timely invoice delivery to the customer

Qualification

Customer relationship managementMarketing experienceCross-functional collaborationAccount managementProject management softwareIncentive program designMS Office proficiencyInterpersonal skillsPresentation skillsCommunication skillsOrganizational skillsTime managementAttention to detail