As a Customer Success Manager, you will build relationships with and drive long-term value realization for Knotch customers. This role will work with our strategic enterprise accounts within our business. You know the value of the product: both the technical capabilities of your products and the value they deliver to meet customer needs. Your main goal is to consistently identify AHA moments and value moments by clearly understanding your customer’s desired outcomes and objectives and strategically tying to product capabilities, services or support.
– Partner with Knotch Account Directors to build growth strategies for your accounts and work with them through renewal and upsell conversations.
– Work closely with the product, engineering, sales, and marketing teams to bring the customer voice into their key conversations.
– Develop a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors
– Be responsible for the onboarding process, conduct hands-on training on the platform, answer ad hoc business/strategy questions, and share methodologies and insights from your wealth of knowledge.
– Build strategic frameworks for the different user personas who can get value from the data in the system.
– Plan and execute success plans and business reviews with client executives.
– Regularly monitor account health and adoption to find opportunities to help customers acquire maximum value from Knotch
– Project manage the customer journey using internal and external resources as needed
– Teach your customers how to derive valuable insights
– Gain a deep understanding of the business needs of your clients
– Effectively prioritize in order to deliver on key business objectives

What skills and experience do you need?

    • Prior experience (3+ years) in a customer success/account management role preferably at a high growth startup.
    • Proven ability to navigate sophisticated Enterprise organizations to accelerate product adoption, influence collaboration, and promote opportunities for growth.
    • Experience prioritizing multiple business units of the same customer.
    • Shown ability to learn and explain a technical product or concept.
    • A customer-focused mentality and passion for customers’ success with the ability to balance the needs of the customer with those of the business.
    • Prior experience working with SaaS products and services.
    • Passionate about customer success and positively impacting the working lives of people in large organizations.
    • Ability to contribute to building new processes and systems.
    • Clear and thoughtful communicator with excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users.
    • Polished relationship builder, passionate about driving value for customers.
    • Comfortable with ambiguity and will be curious to find the answer to complex problems.
    • Empowered to be a builder and create processes with the team.
    • Ready for a role that requires strong leadership, committed priority management, and high emotional intelligence.
    • Comfortable giving presentations to groups of any size & audience – from everyday end-users of the app to a high-level executive.
    • Great problem-solving skills, taking a consultative approach to finding the best solution.
    • Ability to be agile and work with ambiguity.

Customer Success top skills & proficiencies:

    • Excellent written and oral communication: clear, candid, timely
    • Teamwork and collaboration
    • Planning
    • Building Relationships
    • People Skills
    • Initiative
    • Desire to exceed expectations
    • Customer Focus-Centric
    • Emphasize Excellence
    • Manage Multiple Projects
    • Attention to Detail
    • Strong follow-up
    • Time management and organizational skills
    • Ability to handle tough conversations and work with ambiguity
Salary Range: $90,000+ depending on exp.
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