Customer Success Manager

4 weeks ago

Halifax, Nova Scotia, Canada LifeRaft Full time

Job Summary

We are seeking a highly skilled Customer Success Manager to join our team at LifeRaft. As a key member of our customer success team, you will be responsible for fostering and nurturing strong partnerships between LifeRaft and our valued clients.

Key Responsibilities

  • Drive high usage of our Navigator platform by creating and executing action-oriented customer introduction, training, and adoption plans.
  • Help customers define clear business outcomes and then build a "success plan" with appropriately identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them.
  • Build, maintain, and leverage strong relationships and regular communication with account stakeholders to create strong support for new opportunities and to secure their willingness to advocate on behalf of LifeRaft.
  • Utilize Revenue Team support to manage a book of business and identify renewal and expansion opportunities.
  • Work with clients throughout the customer life cycle to encourage growth and minimize churn.
  • Be responsible for managing (but not limited to) 6-10% of our Company's Total ARR.
  • Monitor and analyze usage trends and health scores to uncover renewal risks, identify opportunities for contract growth/optimization, and drive end-user engagement.
  • Build long-standing relationships with daily users and executive stakeholders to understand how customers use the product, increase their return on investment, and achieve customer business outcomes.
  • Maintain internal CRM (currently Salesforce, Catalyst) with current account and contact information.
  • Manage account escalations.
  • Provide insights with respect to the availability and applicability of new features in LifeRaft if relevant.
  • Support LifeRaft in identifying and recommending training opportunities.
  • Measure and monitor customers' achievement of critical and key performance indicators, reporting both internally to LifeRaft account stakeholders and externally to Customer Sponsors and Executives.
  • Translate customer product usage data into actionable advice for customers.

Requirements

  • 1-2 years of experience in a Customer Success role.
  • Experience in, and love for, customer relationship management.
  • Experience with Gong, Salesforce, Catalyst or related CRM tools for Customer Success and Sales.
  • Proactive Problem-Solving skills.
  • Ability to nurture caring and empathetic relationships with peers and clients.
  • Exposure to relevant technical acumen and exposure to and knowledge of professionalism best practices.
  • Ability and desire to be collaborative, and think critically.
  • Strong communication and time management skills.
  • Ability to be curious, tenacious, persuasive, and results-driven.

Why LifeRaft?

We pride ourselves on our innovative spirit and determination to relentlessly pursue zero missed threats for a safer world. LifeRaft provides a threat intelligence and investigations platform, Navigator, to corporate security teams around the world, including some of the biggest brands you've probably referenced today. Navigator is designed to identify, track, and validate issues from open source channels (surface, deep web, and darknet) related to executive safety, fraud prevention, and asset & infrastructure protection. Our technology is helping keep these companies, their people, and their operations safe – making a real impact in the world we all live in.

The diversity of our team is integral to our success. We are a team of passionate and tenacious individuals and pride ourselves in fostering a curious, caring, and positive culture. You can find more info about us here.

We offer our team:

  • Attractive & competitive compensation plan & benefits.
  • Investment in personal and professional growth.
  • Remote work/office space (with dogs) with flexible hours.
  • Flexible time off – Take a minimum of 15 days/year with no cap beyond.
  • Health Benefits & $750 Yearly Lifestyle Subsidy.
  • Diversity & Inclusion Committee.
  • Authentic co-workers & fun social activities.

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