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Mid Market Customer Success Manager

3 months ago

Miami, Florida, United States Content Square Full time

What you'll do:
  • Relationship Management: Develop and maintain a trusted advisor relationship with key customer stakeholders & executive sponsors
  • Executive Alignment: Prepare and lead strategic meetings that drive actionable and measurable outcomes and partnership success, including Strategic Business Reviews, and joint Success Planning
  • Success Planning: Hold regular calls with customers to help them strategize best how to use the product(s) to achieve their goals, answer questions relating to the product and keep customers informed of Contentsquare news and product updates
  • Business Reviews: Proactively lead and maintain ongoing relationships with Executive Sponsors through Strategic Business Reviews and Executive summaries, including sharing of best practices, thought leadership and industry trends
  • Drive Value: Align all partnership activities with key business objectives and measurable value outcomes, continuously demonstrate and communicate the value of our solutions to customers
  • Customer Advocacy: Act as the main point of contact and advocate for customers internally
  • Program Management: Collaborate cross-functionally with other departments within Contentsquare to aid them in the customer lifecycle, ensure the partnership's success, and ultimately secure customer renewal.
  • Subject Matter Expertise: Contribute to the customer's digital CX strategy and optimization roadmap
  • Renewal Management: Drive renewals to successful completion in close collaboration with Sales to achieve gross retention targets
  • Commercial Discussions: Own the renewal process for 'low growth' accounts, developing and executing strategies to ensure high renewal rates and minimize churn
  • Upsell Identification: Collaborate with Sales teams to identify and drive growth opportunities contributing to upsell targets