Lightcast · 1 day ago

Customer Success Manager

United States

Full-time

Remote

Mid Level

3+ years exp

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ConsultingInformation Technology

Work & Life Balance

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Responsibilities

Customer Onboarding: Guide new customers through onboarding, ensuring they understand the product/service and how to use it effectively.

Relationship Management: Build strong, long-lasting customer relationships through regular communication and proactive support.

Customer Retention: Monitor customer health metrics, identify at-risk accounts, and implement retention strategies.

Success Planning: Develop and execute customer success plans to ensure customers achieve their goals and objectives.

Advocacy: Act as the voice of the customer within the company, providing feedback to internal teams to improve products, services, and customer experiences.

Upselling and Renewals: Identify opportunities for upselling and work with sales teams to drive renewals.

Issue Resolution: Address and resolve customer issues and concerns in a timely and effective manner.

Training and Support: Provide training, resources, and support to help customers maximize the value of our products/services.

Metrics and Reporting: Track and report on key customer success metrics, including customer satisfaction, retention, and product usage.

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 ManagementCustomer Relationship ManagementData AnalysisSales MethodologyIssue ResolutionStakeholder ManagementManaging AmbiguityLifecycle ManagementActive Discovery

Required

3+ years in a Customer Success, Account Manager, or similar role, that includes customer growth, adoption and issue resolution

Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services, Marketing, Product, etc.)

Consistent track record to collaborate and build positive relationships with customers including the executive level

History of presenting compelling presentations to executive level customers contacts and internal stakeholders

Extensive experience analyzing data and being able to make meaningful deductions from the data

Active Discovery, Analytical, Change Management, Critical Thinking, Executive Presence, Influencing, Lifecycle Management, Managing Ambiguity, Negotiation, Product Acumen, Problem-Solving, and Stakeholder Management