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Lead Customer Success Strategist

2 months ago

Centreville, Virginia, United States SuccessKPI Full time


About SuccessKPI:
SuccessKPI is a dynamic organization committed to fostering success through collaboration and innovation. We take pride in our inclusive culture and integrate our core values into every aspect of our operations.

Our team members are encouraged to be creative thinkers and proactive builders who contribute to shaping the future of our company.

We understand that while competitive benefits are important, supporting our employees in thriving amidst the evolving landscape is paramount. We prioritize your well-being by providing opportunities for personal and professional growth while maintaining a healthy work-life balance.

As a fully remote team, we offer a flexible work environment. If you resonate with our values and vision, we invite you to explore this opportunity.


Role Overview:
Are you eager to become part of a rapidly expanding analytics firm? Do you aspire to engage deeply with our diverse clientele? Are you prepared to identify new avenues for growth? We are in search of a qualified Customer Success Manager (CSM) to enhance adoption and ensure customer satisfaction across a growing portfolio of prestigious accounts.

Your primary responsibility will be to deliver business value and successful outcomes by aligning SuccessKPI's offerings with the strategic objectives and requirements of our clients.


Key Responsibilities:
  • Understand client aspirations for utilizing SuccessKPI and facilitate their realization.
  • Act as a trusted advisor throughout the onboarding, adoption, and ongoing success phases.
  • Collaborate with various departments within SuccessKPI to tailor responses to customer needs.
  • Manage enterprise accounts, contributing to an Annual Recurring Revenue of $2-5MM.
  • Serve as the main point of contact for clients, articulating use cases and expectations to internal teams.
  • Maintain updates in customer relationship management systems.
  • Gain insights into the technical aspects of customer configurations, providing initial support and guidance.
  • Identify growth opportunities within the existing customer base.
  • Facilitate expansion opportunities through passive selling.
  • Travel as necessary to support customer meetings and training sessions (typically less than 20%).

Qualifications:
  • Proven ability to assist clients in overcoming technical challenges while enhancing their platform usage.
  • 5+ years of experience in customer-facing roles, including 2-3 years in enterprise account management and at least 1 year in technical account management.
  • Strong skills in escalation management and project management.
  • A passion for fostering customer success for the SuccessKPI brand.
  • Proactive problem-solving mindset and a strong inclination to assist customers.
  • Hands-on experience with data warehousing ecosystems and familiarity with various data schemas.
  • Experience with data and analytics tools such as Tableau, PowerBI, and SQL.
  • Knowledge of ETL tools and cloud deployment architectures is advantageous.
  • Familiarity with contact center management and associated technologies.

Why Join SuccessKPI:
  • Be part of a diverse and dynamic culture where employees take pride in their work.
  • Engage with a fast-growing global company in the analytics sector.
  • Access career development and growth opportunities as we expand.
  • Build industry relationships and collaborate with seasoned experts.
  • Work closely with leadership to strategize and address customer challenges effectively.