Strategic Customer Growth Manager

3 weeks ago

San Francisco, California, United States SupportFinity Full time
Customer Success Manager Role

At SupportFinity, we value the unique backgrounds, experiences, and perspectives each team member brings to our workplace. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you're a close but not exact match with the description, we hope you'll still consider applying.

Key Responsibilities:

  • Provide proactive, high-touch strategic consulting to upper Mid-market customers.
  • Work closely with ~25 customers and align with key stakeholders on challenges and business goals to help set them up for long-term growth and success with SupportFinity.
  • Meet biweekly with customers to drive progress towards their goals, provide strategic recommendations and analysis on recent campaigns, and become a trusted partner to your customers.
  • Create prescriptive and customized customer success plans based on customer's goals & challenges, holding customers accountable to driving action, and reporting impact to all levels within the customer's organization.
  • Use creative problem-solving to help customers reach their business goals and maximize the value they are getting from SupportFinity.
  • Build strong relationships with customers and executives to drive executive stakeholder alignment on both the customer and SupportFinity side.
  • Devise strategies to help increase email and SMS revenue for all your customers through the SupportFinity platform while driving growth and expansion for our largest accounts.
  • Ensure customer sentiment is strong, serving as an internal advocate for your customers and leading cross-functional efforts to solve for the customer.
  • Proactively identify and execute on areas for new content, program development or training to help drive customer success globally.
  • Collaboratively involve leadership across the business to drive customer value and decrease churn.

Requirements:

  • 5+ years of mid-market or enterprise account management experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
  • Excellent program management skills; you are able to own customer projects from scoping & planning through to implementation and measuring success.
  • You are a trusted advisor to your customers, able to assist in prioritizing initiatives based on competing priorities and resources. You can effectively push back and challenge customers, and leverage data to reinforce your recommendations.
  • You have a track record for creative problem-solving for customers and end users.
  • Excellent organizational and project management skills.
  • Excellent communication skills via phone, video conference, and email.
  • Curious and eager to learn.
  • You are adaptable to change and working in a fast-paced environment.
  • Experience managing customer relationships through Salesforce, Gainsight, or similar CRMs and experience using email marketing platforms and E-Commerce platforms.

Benefits:

  • Medical, dental and vision coverage.
  • Health savings accounts.
  • Flexible spending accounts.
  • 401(k).
  • Flexible paid time off.
  • Company-paid holidays.
  • A culture of learning that includes a learning allowance and access to a professional coaching service for all employees.

Pay Range: $116,000—$174,000 USD

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