Retention and Growth Strategist

1 week ago

Calgary, Alberta, Canada Userful Corporation Full time
About the Role

Userful Corporation is seeking a highly skilled Customer Success Manager to join our team. As a key member of our inside sales team, you will be responsible for overseeing customer renewals and expansion efforts, ensuring our customer base's long-term satisfaction and growth.

Key Responsibilities
  • Develop and execute strategies to maintain and grow customer relationships through timely renewals, expansions, and upselling.
  • Analyze renewal trends and leverage data to build and implement a coordinated process for maximizing customer retention.
  • Identify expansion opportunities and develop strategies for the sales team.
  • Develop a deep understanding of use cases to master the art of renewals, upselling, cross-selling, and churn reduction.
  • Leverage renewal metrics to demonstrate a direct correlation to Gross Revenue Retention (GRR) and ensure data integrity.
  • Reach out to and actively engage with customers to highlight Return on Investment (ROI) for customer success.
  • Collaborate with sales, marketing, product marketing, and customer success teams to align strategies, develop and optimize upsell and cross-sell strategies.
  • Define and track key performance indicators (KPIs) for individual accounts, the team, and the business.
  • Accelerate customer adoption of new solutions, highlighting ROI through targeted initiatives.
  • Develop, distribute, and analyze net promoter surveys biannually, providing recommendations on how to reduce 'friction' and improve customer experience.
Requirements
  • Bachelor's degree in Business Administration, Marketing, Communications, or a related field (preferred but not required).
  • Strong analytical skills, ability to develop and execute business strategies, and create data-driven reports.
  • 3+ years of experience leading a customer success strategy with a track record of managing renewals and meeting revenue goals.
  • Expert communication, project management, and relationship management skills, including experience with C-level executives.
  • Deep understanding of software businesses, specifically subscription/renewal models.
  • Proficiency in CRM and sales software, with strong analytical skills to interpret data and drive decisions.
  • Ability to build rapport and trust with customers, fostering long-term relationships.
What We Offer

Userful Corporation offers a competitive package including your base salary, stock options, health benefits, free gym membership, flexible Paid Time Off, educational resources, and more.

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