The Position

The Customer Success Manager will oversee customers through the full lifecycle (onboarding, ongoing management, renewal, up-sell) of post-sales functions for our enterprise accounts. The CSM role requires a mix of technical and business acumen, and is revenue-focused, with customer retention and account growth being primary objectives.

 

Responsibilities include:

  • Providing necessary training for our customers to drive usage, adoption, and business value
  • Onboarding customers on the Socialive software and connecting their usage of the software with their specific business use cases
  • Prepare and lead strategic QBRs with enterprise level customers
  • Ongoing customer management, supporting clients in their efforts to optimize their live video content and execution
  • Designing and developing account plans to increase retention and up-sell
  • Driving business transformation through adoption, training, and development of best practices to continually grow incremental value for our customers
  • Providing guidance to customers to help them become engaged and loyal
  • Maintaining customer relationships to obtain product/service feedback and working with internal teams to ensure customer needs are met
  • Determining how to define, drive, and demonstrate ROI to every customer through scalable means

 

The Candidate

  • 3+ years of SAAS account management experience, ideally working with marketing teams at large enterprise organizations
  • Demonstrated success managing large enterprise customers in the SaaS industry
  • Revenue and growth oriented, with an ability to see the opportunity and build it
  • Likable, team-oriented player with great communication skills
  • Experience developing strong relationships with and presenting to executives
  • Demonstrated understanding of value drivers in recurring revenue business models
  • Experience with QBR’s, KPI’s, and NPS Scores
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