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Senior Customer Success Manager
2 months ago
We are seeking a highly skilled Senior Customer Success Manager to join our team at FinQuery. As a key member of our customer success organization, you will be responsible for driving customer adoption, retention, and growth.
Key Responsibilities- Client Onboarding: Collaborate with sales and implementation teams to ensure a seamless transition from the presale state to the post-sale customer success stage.
- Relationship Management: Develop and maintain strong relationships with senior-level executives throughout the customer lifecycle.
- Proactive Communication and Documentation: Conduct regular proactive calls and account review meetings, utilizing CRM to maintain accurate records of discussion and action items.
- Customer Retention: Oversee health metrics such as NPS and churn scores, taking corrective action when necessary to mitigate churn risk.
- Revenue Growth: Assist management in developing and gaining adoption of revenue growth strategies, leading by example to ensure positive net revenue retention.
- Contract Negotiation and Renewals: Own customer renewal cycles end-to-end, taking a streamlined and systemic approach for annual contract renewals.
- Customer Outcomes: Work with customers to build individualized Success Plans, establishing critical goals and desired business outcomes.
- De-escalation: Manage customer complaints, utilizing internal resources where appropriate to resolve issues.
- Customer Feedback: Represent the voice of the customer to inform product roadmaps by collecting, analyzing, and disseminating customer feedback.
- Data Analysis: Utilize customer data and metrics to make informed decisions and provide valuable insights at an executive level.
- 4-year degree or equivalent experience.
- 5+ years customer success or account management experience in SaaS or software company.
- Experience in creating success plans and utilizing data to identify customer health.
- Strong written and verbal communication skills with a passion for delivering an excellent customer experience.
- Strong organizational skills and excellent attention to detail.
- Demonstrated ability to build and maintain relationships with customers.
- Professional presence with ability to listen to, understand, and present to customers.
- Ability to understand customer business needs and how those connect back to product value.
- Skilled in developing and implementing contract strategies to align with business objectives.
- Ability to recognize upsell and expansion opportunities when speaking to customers.
- Experience mentoring and training team members.
- Advanced knowledge working in G-Suite, Salesforce, and/or Churnzero.
FinQuery is an innovative contract & spend intelligence company whose solutions are used by over 7,000 organizations worldwide. Our platform provides customers with unprecedented insight that drives informed decisions on their largest areas of spend and allows organizations to solve problems that matter for their business.
We are an equal opportunity employer to all persons, free from restrictions and prejudice based upon race, color, creed, religion, sex, domestic relationship status, parental status, family status, sexual orientation, national origin, gender identity, age, and disability status. FinQuery maintains a drug-free workplace.
