DigitalRoute · 2 days ago

Customer Success Manager

Atlanta, GA

Full-time

Onsite

Mid Level

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BillingInformation Technology

Comp. & Benefits

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Responsibilities

Lead Customer Onboarding: Introduce new clients to cutting-edge products, setting them on a path to immediate success and satisfaction.

Foster Growth and Retention: Actively monitor client happiness, manage subscription renewals, and identify opportunities to add value, ensuring a high Net Revenue Retention (NRR).

Build Lasting Relationships: Be the trusted advisor and point of contact for key customers, understanding their challenges and aligning solutions to their business goals.

Know our customers: Understand, manage, and improve the customers’ journey through proactive engagements and help understand the direct value created.

Champion Customer Feedback: Use insights to influence product development, ensuring solutions continue to exceed client expectations.

Leverage Data to Drive Success: Analyze customer data to optimize their experience and results, paving the way for informed decision-making and strategy refinement.

Qualification

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Project ManagementCustomer SuccessEngagement ManagementAccount ManagementBusiness AnalysisData AnalysisProblem SolvingStrategic ThinkingRelationship BuildingCommunication

Required

Experience: A track record of success in customer success or engagement management roles, preferably in the IT or software industry, where your efforts directly boosted customer satisfaction and retention.

Project Management: A solid understanding of project management tools that ensure upfront communication and getting through to the customers.

Strategic Thinking: Strong ability to develop strategic plans based on business analysis that drives customer satisfaction and retention.

Relationship Building: Exceptional account management and relationship-building skills, with a knack for nurturing long-term partnerships.

Analytical Skills: Robust analytical abilities to parse complex data, gaining insights that enhance customer engagement.

Communication: Excellent communication skills, capable of effectively articulating complex ideas and engaging with stakeholders at all levels.

Problem Solving: Quick and effective at crisis management, resolving issues to maintain and strengthen customer trust and turning challenges into opportunities.