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Customer Success Manager

2 months ago

Boston, Massachusetts, United States Seekup Strategies Full time

About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Seekup Strategies. As a Customer Success Manager, you will be responsible for delivering an elite customer experience by employing a customer-centric approach.

Key Responsibilities

  • Own all aspects of customer relationships, including retention, expansion, and satisfaction (measured by NPS CSAT)
  • Manage the renewal experience and identify and define new business opportunities aligned to the customers' objectives and vision
  • Implement customer success metrics around adoption, expansion, and retention
  • Run Quarterly Business Reviews (QBRs) and speed to value presentations
  • Proactive outreach and engagement with existing customers to ensure continued adoption and satisfaction
  • Manage customer onboarding, spanning the entire customer journey and experience
  • Build close relationships with customers to understand their needs and maximize value
  • Capture and analyze customer feedback to navigate the resolution of issues in a timely manner
  • Collaborate with internal stakeholders, such as sales, delivery engineers, and Product, to analyze customer feedback and guide customer success
  • Collaborate with the Product team to advocate for customer feedback and incorporate insights into the product roadmap
  • Own key success metrics, such as NPS, CSAT, and Success Plan objectives, on customer health through timely status updates and customer reviews
  • Leverage data insights to manage progress, performance, and priorities

Requirements

  • Experience in a cloud data customer success team is required
  • Absolute customer-centric mindset and meticulous attention to details
  • Excellent communication skills to align with sales, marketing, and engineering stakeholders
  • Minimum 7+ years of Customer Success, Professional Services, or Consulting experience in an Enterprise SaaS environment, with the ability to forge relationships with users, decision makers, and influential stakeholders
  • Understanding of software development and cloud-based data infrastructure (AWS, GCP, Azure)
  • Ability to translate customer requests into Product requests
  • Ability to immediately interface and build trust with Senior Level Business, Scientific, and IT leaders in top-tier BioPharma companies
  • Desire to deliver an elite customer experience
  • Self-motivated, self-aware, independent, adaptable, and able to thrive in a fast-paced startup environment with evolving processes and workflows
  • Ability to travel on occasion to customer sites for in-person meetings and workshops, estimated travel 10-20% depending on customer needs