Customer Success Manager
8 months ago
**Role Overview**:
As a Customer Success Manager at Pipeline Gurus, you will be essential in nurturing and expanding our customer relationships. Your primary responsibility will be to ensure that all clients within your portfolio achieve their desired outcomes while using our services and products, thereby driving renewal and expansion opportunities through strategic upselling and cross-selling.
**Responsibilities**:
- Develop and maintain strong relationships with a portfolio of clients, ensuring a high level of customer satisfaction and loyalty.
- Implement effective 'land and expand' strategies to maximize account growth through upselling and cross-selling, identifying opportunities based on customer needs and usage patterns.
- Monitor and ensure the delivery of milestones and adherence to service/support levels, promptly addressing any customer issues or concerns that may arise.
- Collaborate with sales and marketing teams to align on strategies that enhance customer lifetime value and contribute to company revenue targets.
- Regularly review customer usage and performance metrics to deliver timely and proactive service interventions or enhancements.
- Facilitate successful onboarding of new clients, ensuring a smooth transition and a positive initial experience.
- Advocate for customer needs cross-departmentally to ensure that all client deliverables are met with high standards.
**Requirements**:
- Proven experience as a Customer Success Manager or similar role focused on client engagement and relationship management in a technology or service-driven business.
- Demonstrated ability to drive customer retention, upselling, and cross-selling within an assigned portfolio, leveraging a 'land and expand' strategy.
- Strong track record of meeting or exceeding service delivery milestones and maintaining high levels of customer satisfaction.
- Proficient in using CRM tools and customer success software to manage client interactions and track service delivery metrics.
- Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
- Strategic thinker with a proactive approach to problem-solving and conflict resolution.
- Experience in managing customer life cycles in SaaS or technology environments, with a focus on maximizing customer lifetime value.
- Ability to manage multiple accounts efficiently in a dynamic, fast-paced environment.
**Benefits**
- Competitive salary and performance-based incentives.
- Opportunities for professional growth and development.
- A collaborative and supportive work environment.
- Hands-on experience with globally recognized Sales Leaders
- Competitive salary and performance-based incentives.
- Opportunities for professional growth and development.
- A collaborative and supportive work environment.
- Hands-on experience with globally recognized Sales Leaders
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