Customer Success Manager

3 weeks ago

Baltimore, United States Resilience Full time

As a Customer Success Manager, you will lead our efforts in ensuring the success and satisfaction of our customers. You will be responsible for building and maintaining strong relationships with key clients, understanding their needs, and strategizing to drive long-term value and loyalty. The role requires a blend of communication and problem-solving skills to deliver exceptional service and achieve business objectives.

**Responsibilities**:

- Proactively engage with customers to understand their goals, challenges, and feedback.
- Develop and execute Customer Success strategies to maximize retention, expansion, and satisfaction among our client base.
- Serve as the primary point of contact for assigned accounts, building trusted advisor relationships with key stakeholders.
- Conduct regular business reviews with clients to review performance, identify opportunities, and align on goals and priorities.
- Collaborate cross-functionally with Sales, Product, Underwriting, & Marketing to ensure a seamless customer experience and drive customer outcomes.
- Proactively identify and address any issues or concerns raised by customers, working to resolve them in a timely and satisfactory manner.
- Monitor customer health metrics and usage data to identify trends, risks, and opportunities for improvement.
- Lead efforts to upsell or cross-sell additional products or services to existing customers based on their needs and usage patterns.
- Advocate for customer needs and feedback internally, influencing product roadmap and development priorities.
- Mentor and coach junior members of the customer success team, providing guidance and support as needed.

**Qualifications**:

- 3-5 years of experience in customer success with a proven track record of driving customer satisfaction & retention.
- Excellent communication and interpersonal skills, with the ability to build rapport, influence others, and negotiate effectively.
- Strong strategic thinking and problem-solving abilities, with a focus on driving business outcomes and delivering value to customers.
- Proficiency in CRM software and other relevant tools for managing customer interactions.
- Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities and stakeholders simultaneously.
- Passion for delivering exceptional customer experience and a commitment to continuous improvement and learning.

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