Customer Success Manager
2 months ago
Messagepoint is a leading software company that enables large enterprises to deliver exceptional customer experiences and drive business growth through optimized customer communications.
Job SummaryWe are seeking a highly motivated and results-driven Customer Success Manager to join our team. As a key member of our Customer Success organization, you will be responsible for ensuring the success of our customers on the Messagepoint platform.
Key Responsibilities- Relationship Management: Build and maintain strong relationships with key stakeholders at enterprise-level customers, becoming a trusted advisor and advocate for their success.
- Adoption and Onboarding: Facilitate the successful onboarding of new customers, ensuring a smooth transition from implementation to adoption and utilization of Messagepoint's products and solutions.
- Customer Growth and Expansion: Identify opportunities for customer growth, expansion, and upselling within the existing customer base, collaborating with the Account Management and Sales teams to drive revenue growth.
- Customer Health and Satisfaction: Monitor customer health and satisfaction, proactively identifying and addressing any potential risks or challenges to ensure high levels of customer satisfaction and retention.
- Cross-functional Collaboration: Collaborate closely with internal teams, including Product Management, Support, and Professional Services, to ensure seamless customer experiences and alignment across the organization.
- Practice Building: Assist in expanding Messagepoint's Customer Success practice, focusing on enhancing the customer journey through kick-offs, onboarding, adoption, and retention.
- Bachelor's degree or equivalent experience.
- Proven experience in Customer Success, Account Management, Program Management or a related customer-facing role, preferably within the Customer Communications Management (CCM) industry.
- Strong relationship-building and interpersonal skills, with the ability to establish trust, credibility, and rapport with executive-level stakeholders.
- Excellent communication skills, both written and verbal, with the ability to effectively convey complex concepts to both technical and non-technical audiences.
- Strategic mindset, with the ability to understand customer objectives, align them with product capabilities, and provide valuable insights and recommendations.
- Strong analytical and problem-solving skills, with the ability to analyze data, identify trends, and develop actionable strategies to drive customer success.
- Technically savvy with a strong appetite for continuous learning.
- Experience working with enterprise-level customers and managing complex relationships across multiple stakeholders.
- Familiarity with SaaS-based solutions and a solid understanding of software implementation and customer lifecycle processes.
- Ability to work independently, manage multiple priorities, and thrive in a fast-paced, dynamic environment.
- Experience using a Customer Success platform, Salesforce and Jira Service Management is an asset.
Messagepoint is an Equal Opportunity Employer and encourages diversity and inclusion in the workplace.
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