Customer Success Manager

1 week ago


Denver, Colorado, United States Equifax Full time

Job Summary

The Customer Success Manager role at Equifax is a critical position that requires a unique blend of business acumen, technical expertise, and exceptional communication skills. As a key member of our sales and account management team, you will be responsible for optimizing the customer experience lifecycle, driving adoption and retention, and ensuring that our clients realize expected value from our solutions.

Key Responsibilities

  • Drive Customer Adoption and Retention
    • Proactively drive adoption, usage, net retention, and renewals by optimizing customer experience
    • Act as the connecting thread for internal teams with the customer across the customer journey
  • Customer Advocacy and Support
    • Drive customer advocacy in resolving customer issues from acquisition to adoption to use to value realization
    • Serve as a trusted adviser and advocate for clients
  • Customer Success Planning and Management
    • Create customer success plan with each client
    • Monitor and maintain customer health
  • Education and Value Realization
    • Educate clients on business value of solutions
    • Aid customers in usage and value realization of solutions
  • Collaboration and Communication
    • Partner with Account Executive(s) in preparing and conducting quarterly business reviews
    • Drive customer advocacy within Equifax
    • Utilize voice of the customer to inform product roadmaps
  • Internal Collaboration and Coordination
    • Coordinate internal COE teams to benefit of customers
    • Provide clients transparency on status of issues/requests
  • Problem Resolution and Support
    • Assist with resolution of customer support issues

Requirements

  • Education and Experience
    • Bachelor's degree in related discipline or equivalent experience
    • 5+ years of sales experience in management consulting, customer success, account management, business development, or other client-facing role
  • Skills and Abilities
    • Exceptional ability to communicate and foster positive business relationships
    • Ability to establish milestones and keep all team members on task; strong project management skills
    • Self-driven and proactive

What We Offer

Equifax offers a comprehensive compensation and healthcare package, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.



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