Customer Success Strategist
6 days ago
About Userful
Userful stands at the forefront of software-defined AV over IP solutions, catering to the intricate needs of mission-critical environments and essential workflows for IT organizations globally. Our unified software platform offers a comprehensive suite of enterprise AV applications designed to enhance organizational and situational awareness, ensuring readiness for modern operations. With a commitment to global manageability, Userful provides a seamless experience through a single-pane-of-glass interface.
The Role
As Userful continues to grow rapidly, we are looking to enhance our inside sales team with a Customer Success Manager dedicated to retention and revenue enhancement. We are in search of a proactive and strategic individual who will oversee customer renewals and expansion initiatives, ensuring long-term satisfaction and growth for our clientele.
In this role, you will be responsible for crafting and implementing strategies to nurture and expand customer relationships through timely renewals, upselling, and expansion efforts. Initially, this position will function as an individual contributor, with the potential to lead a team focused on understanding and addressing client needs, negotiating terms, and delivering exceptional customer service. Your contributions will directly impact revenue growth through renewals, upselling, and cross-selling initiatives.
Key Responsibilities
- Examine renewal trends and utilize data to create and execute a coordinated approach for maximizing customer retention.
- Identify opportunities for expansion and devise strategies to support the sales team.
- Gain a comprehensive understanding of use cases to excel in renewals, upselling, cross-selling, and reducing churn.
- Utilize renewal metrics to illustrate a direct link to Gross Revenue Retention (GRR) and maintain data integrity.
- Engage proactively with customers to showcase the return on investment (ROI) for customer success.
- Collaborate with sales, marketing, product marketing, and customer success teams to align strategies and enhance upsell and cross-sell efforts.
- Establish and monitor key performance indicators (KPIs) for individual accounts, the team, and the overall business.
- Facilitate customer adoption of new solutions, emphasizing ROI through targeted initiatives.
- Conduct biannual net promoter surveys, analyze results, and provide recommendations to enhance customer experience.
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field (preferred but not mandatory).
- Strong analytical capabilities, with experience in developing and executing business strategies and creating data-driven reports.
- A minimum of 3 years of experience in leading customer success strategies, particularly in managing renewals and achieving revenue targets.
- Exceptional communication, project management, and relationship management skills, including experience working with C-level executives.
- In-depth knowledge of software businesses, particularly subscription and renewal models.
- Proficiency in CRM and sales software, with strong analytical skills to interpret data and inform decisions.
- Ability to build rapport and trust with customers, fostering enduring relationships.
We offer a competitive compensation package that includes a base salary, stock options, health benefits (including HSA), a complimentary gym membership (on-site), flexible Paid Time Off, educational resources, subsidized parking, and more.
Work Environment
Userful promotes a friendly corporate culture. We support a strong work-life balance with flexible schedules and a typical workweek of forty hours.
Commitment to Diversity
We are committed to equal opportunity and diversity in hiring. All applicants are considered based on qualifications, job requirements, and business needs, without regard to race, religious beliefs, gender, gender expression, physical or mental disability, age, national origin, marital status, or sexual orientation. Accommodations for applicants with disabilities are available upon request during the recruitment process.
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