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Customer Success Manager III
2 months ago
What you'll do:
- Deliver an industry leading customer experience
- Collaborate with internal teams to represent voice of the customer
- Provide product education/support for new and ongoing customers
- Establish product/industry best practices for customers
- Lead in customer forums, such as release note calls or virtual conferences
- Own ultimate responsibility for the customer's retention and expansion success while preventing churn
- Maintain accurate and current records of customer information in Salesforce
- Own cancellation process to identify cancellation, work with sales/customer to save account, and if unable, ensure to document and complete the cancellation process
- Serve as an escalation point for issues that impact the customer's success and work with internal teams to drive resolution
- Work with leadership on new CSM initiatives
- Assist with the Customer Success Software Administration: Gainsight Administration (ClientSuccess Administration at Captio)
- Manage key accounts through monitoring customer health, business reviews and customer engagement
- Develop and maintain long-term relationships to achieve customer success
- #LI-LH1
- #LI-Remote
- Bachelor's Degree required
- 3-5 years experience in customer service role required
- Strong interpersonal, organizational, and communication skills
- Time Management & work/life balance
- Proficient with Excel, Word, Powerpoint and Google Suite
- Salesforce experience
- Experience using video conferencing systems (Zoom or GoToMeeting)
- Customer Success Software experience: Gainsight experience (or ClientSuccess at Captio)
- Product Demonstration Skills
- Collaboration software experience: Confluence experience (or Wrike experience at Captio)
- Creative - out of the box - solutioning
- Excellent follow up skills to ensure customer expectations at met
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