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Customer Success Manager, North America
1 month ago
About the role - Customer Success Manager
This role is a part of a Customer Success Team. Customer Success Managers at MarqVision are self-motivated and proactive, they are relationship builders, people persons, and have experience managing multiple stakeholders. They oversee the lifecycle of customers from onboarding to renewal, act as a trusted partner to our customers, transforming their use of MarqVision into tangible business value.
Responsibilities
Build relationships with decision-makers and economic buyers to uncover business needs and priorities to establish a succession plan for your accounts
Serve as the trusted point of contact for MarqVision customers throughout the lifecycle, beginning from the point of sale and extending through onboarding, business reviews, project success, and renewals
Collaborate with the MarqVision Sales, Operation, Product teams in strategizing your accounts’ growth
Proactively engage each account to identify risks and to ensure that every MarqVision functionality and offering is being leveraged, maximizing the value of each MarqVision subscription.
Develop and maintain strong relationships at all levels within the customer organization.
Execute Business Reviews, training, check-in calls, and feature implementation
Assess client health and develop strategies to mitigate churn with proactive health plans
Define timelines, milestones, and success criteria, while ensuring that they are successfully achieved
Partner with engineering teams in architecting and orchestrating customer requests
Working closely with Engineering, product management, customer support, and sales teams
Establish and maintain relationships with key stakeholders to promote internal advocacy
Qualifications
3+ years of relevant Customer Success and/or Account Management within SaaS field in the US Market
Proven experience with owning customer’s renewals and expansions
Experience in leading junior members as a team lead or senior
Excellent customer facing skills: training, coaching, discussion management, conflict resolution, and ability to creatively explain and present complex concepts in an easy to understand the manner
Native English and secondary language is always plus.
Strong written and verbal communication skills in English, as well as business and technical acumen
Have a positive, self-starter attitude with absolute willingness to go the extra mile and exceed expectations
Bonus Points
Be a great team player
Understanding of the software development lifecycle, legal tech, SaaS and/or related field
Enterprise Account Management and Customer Success Management experience in North America
Productivity tools implementation experience (e.g. Project management tools, BI, others)
What we offer
Competitive salary and benefits package, including health, dental, and vision insurance, and generous paid time off.
A dynamic, fast-paced work environment where you can make a meaningful impact
Opportunities for professional growth and development
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