Customer Success Manager

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