59 applicants

Company

Smart Communications. · 4 hours ago

Customer Success Manager

United States

Full-time

Remote

Mid Level

3+ years exp

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Cloud ManagementInformation Services

No H1B

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Responsibilities

Build and maintain strong relationships with assigned customers to enhance customer satisfaction and retention.

Drive renewal retention and forecast future renewals effectively.

Manage and report on the status, risk factors, and overall health of customer relationships.

Develop strategies to expand the footprint of Smart Communications within existing accounts.

Drive adoption of product features to maximize value and promote best practices.

Stay informed about product features and relevant use cases to support customers effectively.

Proactively manage at-risk customers, providing regular updates and escalation as necessary.

Work independently on ambiguous issues, prioritizing and executing in a dynamic environment.

Develop strong executive and technical influence by building trust and understanding their business challenges and desired outcomes.

Collaborate effectively as a team player, thriving in a fast-paced, high-growth environment.

Take ownership of responsibilities with minimal direction, delivering results in complex projects.

Proven ability to influence enterprise customers and executive stakeholders effectively.

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 ManagementCloud/SaaS experienceSalesforce proficiencyBI tools proficiencyMS Office proficiencyCustomer relationship buildingRetention strategiesCCM industry familiarityTechnical proficiency

Required

3+ years of experience as a Customer Success Manager (CSM) or in a similar role, preferably within a Cloud/SaaS organization

Proven track record in building customer relationships, with a strong understanding of retention and revenue generation

Strong presentation skills and the ability to engage effectively with all levels of an organization

Excellent verbal and written communication skills

Excellent interpersonal skills with confidence to advocate honestly and influence effectively

Familiarity with the CCM industry, particularly in our core verticals: Insurance, Healthcare, and Financial Services

Proficiency in Salesforce, BI tools, and the complete suite of MS Office products

Ability to meet quarterly and annual renewal rates and satisfaction metrics

Demonstrated effectiveness in analyzing complex situations and identifying key issues

Exceptional time management abilities, with a talent for prioritizing daily tasks and planning ahead

Skilled in monitoring progress and taking decisive action to address challenges and meet deadlines

Ability to leverage both instinct and data to respond swiftly to emerging situations

Strong capability in fostering teamwork and building trust across the organization

In-depth product knowledge and a comprehensive understanding of customer use cases

Consistent performance under conditions of uncertainty and pressure

Proficient in employing various interpersonal styles and methods to positively influence stakeholders and facilitate agreement among differing interests

Benefits

Extensive health, dental and vision insurance

Employer-funded health savings account

Flexible spending plan

Life and AD&D insurance

Short and long term disability insurance

Gym membership reimbursement

401K contribution

18 days’ holiday allowance plus an additional day off on your birthday

Company

Smart Communications.

Glassdoor

3.7

Smart Communications provides the platform that leading organizations trust to deliver personalized, consistent, and compliant conversations across all touchpoints and channels.

Founded in 1991

London, England, GBR

201-500 employees