Product Development Success Strategist
3 days ago
Unlock Data Potential with Yellowbrick Data
We are seeking a seasoned Senior Customer Success Manager to join our team at Yellowbrick Data, Inc.. In this role, you will be responsible for driving customer satisfaction, retention, and expansion by ensuring that our clients receive maximum value from our products and services. You will serve as a trusted advisor to key accounts, helping to align our solutions with their strategic objectives and leading cross-functional initiatives to meet customer goals.
About the Role:
- Critical Account Management: Build and maintain strong relationships with key stakeholders at all levels of client organizations, becoming a trusted partner and point of contact.
- Strategic Growth Planning: Develop and execute strategic account plans that align customer goals with company offerings. Identify opportunities for upselling, cross-selling, and expansion.
- Customer Onboarding & Training: Lead and optimize the customer onboarding process to ensure successful adoption and engagement with the platform.
- Retention & Advocacy: Proactively manage customer health metrics, addressing any issues that may affect satisfaction or retention. Work to reduce churn and drive renewals.
- Product Expertise: Become an expert on our product offerings and serve as a resource to customers, providing guidance on best practices and strategic use cases.
- Cross-Functional Collaboration: Partner closely with sales, support, and product teams to ensure customer satisfaction and success across all stages of the customer lifecycle.
- Reporting & Metrics: Monitor key performance indicators (KPIs) related to customer satisfaction, usage, retention, and growth. Provide regular reporting to internal and external stakeholders.
Requirements:
- A minimum of 10 years of experience in customer success, account management, or a similar client-facing role, preferably within SaaS or technology environments.
- A proven track record of managing and growing enterprise-level accounts.
- A strong understanding of customer success methodologies, KPIs, and best practices.
- Excellent communication, presentation, and relationship-building skills.
- The ability to manage multiple accounts and priorities simultaneously with a proactive, solution-oriented mindset.
- Experience working cross-functionally with sales, product, and technical teams.
- Analytical and problem-solving skills, with the ability to identify and address customer needs.
- A Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).
- Experience with CRM software, such as Salesforce, and customer success platforms like Gainsight, Totango, or ChurnZero.
- A technical background or familiarity with cloud-based solutions.
- Experience leading or mentoring junior team members.
- Travel of up to 25%.
We encourage people from underrepresented groups to apply. At Yellowbrick Data, Inc., we strive to create an inclusive environment where everyone feels welcome and valued. Our goal is to provide equal opportunities for all employees and applicants, regardless of race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. We believe that diversity and inclusion are essential for driving innovation and achieving success in our industry.
$120,000 - $150,000 per year
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