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Customer Success Manager
2 months ago
As an Intermediate Customer Success Manager at Absolute Software, you will be the primary point of contact for our enterprise customers, responsible for ensuring their success with our Security solutions. This role requires a strong understanding of our products and services, as well as excellent communication and interpersonal skills.
Key Responsibilities- Customer Success Planning: Develop and execute customer success plans to drive business outcomes and ensure customer satisfaction.
- Strategic Workshops and Engagements: Conduct strategic workshops and engagements to drive incremental business value through increasing use case adoption, maturity, and associated usage footprint.
- Executive Engagement: Execute annual engagements with executive buyers, decision makers, and key stakeholders by planning and co-hosting strategic account reviews.
- Customer Feedback and Product Development: Provide product teams with a channel for continuous customer feedback while staying current on new features and advancing technologies.
- Net Dollar Retention: Focus on net dollar retention by identifying and mitigating risk on customer accounts and working with account teams and executives to mitigate risk of churn.
- Relationship Building: Build relationships internally across Sales, Renewals, and Support teams to escalate customer needs and identify expansion and renewal opportunities.
- Data-Driven Decision Making: Use data intelligence to identify risk events happening and proactively outreach to customers to resolve.
- Subject Matter Expertise: Become a technical subject matter expert of Absolute Software and contribute to building new processes and sharing best practices within the larger Customer Success team.
- Customer Success Experience: 4+ years of customer success experience within a SaaS high-tech work environment working with enterprise customers.
- Communication and Relationship Building: Exceptional ability to communicate and foster positive business relationships.
- Technical Aptitude: Strong aptitude for technology with the ability to explain technical concepts and theories to technical users.
- Team Player: Team player, that strives to develop win-win situations for customers and colleagues.
- Communication Skills: Strong oral and written communication skills. Must be exceptionally comfortable and capable when speaking to a wide spectrum of internal and external professionals, from executive to junior level.
- CRM Experience: Experience with CRM tools such as Salesforce and Gainsight.
- Customer Focus: Walked a mile in our customer's shoes or willingness to become an expert in their field.
