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Client Success Strategist

2 months ago

Austin, Texas, United States data Full time

The team is seeking a strategic and results-oriented Customer Success Manager (CSM) to foster engagement, retention, and empowerment of our clients. The CSM will oversee the entire post-sales journey for a designated portfolio of clients, acting as their primary advocate and guiding them towards success. This role involves collaborating with diverse customer personas, and the ideal candidate will be equally passionate about enhancing customer experiences.

This position reports to the Senior Manager, Customer Success, and collaborates closely with colleagues across sales, implementation, product, support, and other departments.

Key Responsibilities:

  • Build and maintain a trusted advisory relationship with each assigned client, driving ongoing value and utilization of our products and services to ensure retention.
  • Collaborate with clients to set critical objectives or key performance indicators, assisting them in achieving their desired results.
  • Ensure high levels of client engagement through regular interactions, including on-site meetings, with a focus on fostering loyalty.
  • Facilitate workshops and business reviews while proactively recommending solutions to common client challenges.
  • Guide clients to become proficient in our products and train their teams on best practices to enhance self-sufficiency.
  • Identify and address any issues that may impact client satisfaction or retention.
  • Manage escalations related to accounts effectively.
  • Monitor, report, and mitigate risks associated with client relationships.
  • Develop and nurture clients for advocacy, driving references and case studies.
  • Continuously explore and develop new applications of our services that align with clients' business needs and strategic objectives.
  • Identify and cultivate upsell opportunities in collaboration with the Account Executive.
  • Advocate for client needs and escalate issues across departments as necessary.
  • Create Customer Success resources and collaborate with Product Marketing to develop or refine adoption materials.

Qualifications:

  • 3-5 years of experience in Customer Success or a similar role with a proven track record of enhancing customer satisfaction, adoption, and retention.
  • Experience in data or governance-related sectors is advantageous.
  • Familiarity with enterprise-level clients, particularly Fortune 100 companies.
  • Ability to communicate complex technology-related business issues to audiences with varying levels of technical expertise.
  • Strong leadership skills in meetings and the ability to command attention.
  • Exhibit diplomacy, tact, and composure under pressure when addressing client concerns.
  • Innovative thinker with a creative approach to problem-solving.
  • Self-motivated, proactive team player with ideas to inspire client loyalty and adoption.
  • Ability to thrive in a multitasking environment and adjust priorities as needed.
  • Exceptional verbal, written, presentation, and interpersonal communication skills.
  • Detail-oriented with strong analytical capabilities.
  • Willingness to travel occasionally, up to 20%.
  • Bachelor's degree; a technical degree or relevant experience is a plus.

Benefits:

  • Competitive salary with a generous bonus structure.
  • Comprehensive health, vision, and dental insurance coverage for your entire family.
  • Company-sponsored life insurance, short and long-term disability insurance, and legal assistance.
  • Flexible remote work environment with open paid time off.
  • Opportunities for charitable donation matching and community engagement.
  • Quarterly events at headquarters, welcoming all employees.
  • A supportive team of intelligent colleagues, including experienced startup professionals who value integrity, passion, and humor.
  • Your own unique character representation.

If you possess the exceptional blend of skills and attributes we seek, we look forward to connecting with you.

Note: We encourage applications from individuals belonging to underrepresented groups. We are an Affirmative Action and Equal Opportunity Employer, ensuring that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

We are a leading collaborative data community, committed to reflecting the diverse nature of the community we serve and the clients we support. We believe that diversity fosters the most innovative discussions, ideas, and outcomes.

Drug-Free Workplace: We are dedicated to maintaining a safe, healthy, and productive work environment, and we aim to uphold a drug-free workplace.