The Role
Seeking a Customer Success Manager to lead customer success initiatives, focus on customer outcomes, and be a product evangelist. Responsibilities include driving renewal strategy, achieving renewal targets, understanding customer outcomes, collaborating with team members, and serving as the main point of contact for enterprise accounts.
Summary Generated by Built In
TeamDynamix seeks a technically savvy Customer Success Manager to lead customer success initiatives, keep the company focused on customer outcomes, and be a product evangelist.
About You
- Empathetic. You are a great active listener with a desire to help customers reach their goals.
- Relationship-Builder. You know that people don’t buy from businesses; they buy from people.
- Meticulous. An elevated level of accuracy and attention to detail are your status quo.
- Results-Driven. You are self-motivated with a bias for speed and action.
About the Role
- Drive renewal strategy and subsequent on time renewal of subscription(s).
- Achieve / exceed target renewal %, target NPS.
- Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS, and gather other feedback through quarterly business reviews.
- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
- Represent the voice of the customer to inform our sales process and product roadmap.
- Collaborate closely with team members to support pilot customers, renewals, and expansion opportunities.
- Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
- Become a product evangelist, providing insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
- Be the main point of contact between the company and several named enterprise accounts.
About Your Qualifications
- 3 - 5+ years customer success experience in a SaaS or software company (required).
- 4-year degree or equivalent.
- Experience in ITSM, PPM or ESM (preferred but not required).
- Proven track record of working in a customer facing role.
- Able to exhibit executive presence while working with stakeholders and customers.
- Strong understanding of value drivers in recurring revenue business models.
- Have, or be willing to learn, technical skills as they relate to our product, to confidently discuss technical terms.
- Excellent communication and interpersonal skills.
- Flexible approach, able to operate effectively with uncertainty and change.
- If you believe you would add value but don't meet all the criteria we've laid out, we'd still love to hear from you
The Company
What We Do
IT Service Management and Project Portfolio Management - together on one platform. Built for education, the public sector, and healthcare.
