Customer Success Strategist

7 days ago


American Fork, Utah, United States Extensiv Full time
About the Role

We are seeking a highly skilled Senior Customer Success Manager to join our team at Extensiv. This is a demanding role that requires a strategic thinker with a background in Customer Success, Account Management and/or Client Services in the warehousing or logistics industry.

The ideal candidate will have 5+ years of experience in account management/Customer success for a B2B SaaS company in the warehousing/ecommerce space. They will be able to create positive relationships with multiple stakeholders including executive sponsors, admins and users.

Key Responsibilities
  • Build and foster strong relationships with high-value customer accounts to minimize churn and drive expansion
  • Serve as a subject matter expert by proactively analyzing customers' product usage to mitigate risk, improve product adoption, business value outcomes and reduce churn
  • Maintain an accurate forecast for upcoming renewals and regularly share updates on renewal risks
  • Identify expansion opportunities by thoroughly understanding customers' workflows and day-to-day operations
  • Manage and resolve customer questions and escalations within departmental SLAs while maintaining a high standard of customer satisfaction
  • Provide regular feedback and create alignment among cross-functional teams to ensure customer feedback is being received and expectations are being met
  • Lead regular business reviews to align on key objectives and a mutual success plan
What We Offer
  • A competitive salary: $120,000 - $180,000 per year
  • Generous and flexible paid time off plan
  • Paid parental leave policy
  • Employee resource groups
  • Medical plans from your choice of providers including Kaiser and Cigna

We value and understand our employees' needs for a healthy work-life balance. At Extensiv, we strive to provide a dynamic, diverse, and inclusive work environment where every individual has an equal opportunity to advance and be fairly compensated for their work.



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