Customer Success Manager II

4 weeks ago


Plano, Texas, United States Denali Full time

About the Role:

The Customer Success Manager II will be responsible for building and maintaining strong relationships with customers, ensuring they achieve success with our solutions, and driving overall customer satisfaction and retention.

Key Responsibilities:

  • Manage more complex and high-value accounts, serving as a senior advisor to key stakeholders
  • Lead strategic discussions with customers to align their goals with our solutions
  • Oversee complex onboarding processes and ensure successful implementation of our solutions
  • Anticipate and address sophisticated challenges with innovative solutions
  • Utilize advanced analytics to monitor and improve customer health metrics
  • Develop tailored strategies to enhance customer satisfaction and retention
  • Conduct in-depth business reviews and strategic planning sessions with customers
  • Synthesize customer feedback to drive product and service improvements
  • Lead initiatives for upselling and cross-selling to maximize account growth
  • Develop and implement comprehensive retention and expansion strategies
  • Develop and document the overall customer success adoption strategy and plans
  • Drive leading metrics of success, including customer health score and adoption rates
  • Mentor and support junior customer success managers
  • Lead cross-functional projects to enhance the overall customer experience

Requirements:

  • Bachelor's degree in Business, Marketing, or a related field
  • 6-8 years of experience in customer success, account management, or a related field
  • Demonstrated success in managing complex accounts
  • Ability to navigate complex organization structures and foster relationship with key individuals throughout the account
  • Strong leadership and mentorship skills
  • Ability to influence without authority
  • Excellent analytical and strategic thinking abilities
  • Advanced problem-solving and project management skills

About Denali:

Denali is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status, or any other category that is protected by applicable law.



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