Customer Success Manager, Growth

2 weeks ago

Denver, United States Velocity Global, LLC Full time
POSITION SUMMARY

The Customer Success Manager, Growth will be responsible for managing a portfolio of high-value customers, ensuring their satisfaction, retention, and growth. They will be tasked with building and maintaining strong relationships with key stakeholders, leading customers across a defined customer journey and implementing strategies that result in measurable customer results, high retention and growth rates and high NPS/CSAT. The ideal candidate will have a strong understanding of operational processes and a proven track record of managing complex accounts. They will also possess excellent communication, negotiation, and problem-solving skills and be comfortable working in a fast-paced, dynamic environment. The Customer Success Manager will work closely with cross-functional teams including Sales, Operations and Support to ensure a seamless customer experience and ensure that customers achieve their business goals. This role will be a hybrid model out of our Denver, CO office.

This individual will report to the Senior Manager, Customer Success.

RESPONSIBILITIES
  • Develop and maintain strong relationships with key decision-makers and stakeholders with Velocity Global's customers in the Mid-Market segment.
  • Understand customer's business needs and goals and provide solutions and guidance to help achieve them.
  • Collaborate with cross-functional teams, including sales, product, operations and customer support to ensure the best possible outcomes for customers.
  • Monitor customer satisfaction levels, proactively identify issues, and work to resolve them in a timely and effective manner.
  • Work closely with key contacts within the customer's organization to identify growth opportunities and expand the scope of services provided to customers, emphasizing a scaled program approach.
  • Develop and implement strategies to control client churn and maximize retention rates.
  • Develop and implement strategies to increase client satisfaction and drive CSAT scores.
  • Regularly report on customer performance and progress to internal stakeholders.
  • Serve as the primary point of contact for assigned accounts, providing high-touch service
  • Work closely with the product team to ensure customers are up-to-date on new features and product offerings.
  • Collaborate with the customer support team to ensure customers receive timely and effective support.
  • This role may require travel to visit customers annually to semi-annually to strengthen client relationships. Specific travel requirements will be determined based on business needs
QUALIFICATIONS
  • Bachelor's degree in business, marketing, or related field.
  • 4+ years of experience in account management or related fields.
  • Strong communication and interpersonal skills.
  • Proven track record of building and maintaining strong relationships with customers.
  • Ability to work collaboratively with cross-functional teams.
  • Strong analytical skills, with the ability to gather and interpret data to inform strategic decisions.
  • Strong organizational skills and attention to detail.
  • Ability to work in a fast-paced, dynamic environment.


GO FARTHER WITH VELOCITY

At Velocity Global, we're building a dream team made up of the world's best talent. We're looking for people like you to join us as we make opportunity borderless for people everywhere.

ABOUT VELOCITY GLOBAL

At Velocity Global, our values represent who we are and the company we want to be. We harness the power of our values to bring our unique talents together in pursuit of our common goals. In partnership with our customers and ourselves, we are better together, and together, we win.

We are dedicated to fostering diversity and inclusion across our organization, embracing the rich tapestry of cultures, backgrounds, and perspectives that our global team brings together in offices around the world. Velocity Global is an Equal Opportunity Employer committed to empowering individuals from all walks of life to achieve their professional goals with us, regardless of race, religion, gender, gender identity, pregnancy, disability, sexual orientation, age, national origin, citizenship status, or genetic information. We actively seek and encourage applications from diverse candidates, including those with disabilities, and offer accommodations throughout the selection process upon request.

Please refer to our present benefits offering here.

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