Customer Success Manager

Key Objectives

To Identify and mitigate churn and downgrade risks and to identify and execute opportunities to expand or deepen a customer’s relationship with Expertise.com.
This is a remote work position on a night shift schedule.

Key Metric of Success

• Gross Revenue Retention 

Key Activities

• Manage customer health: Analyze the health of assigned book of business which includes: listing/campaign performance, logins activity, and other indicators of healthy customers.
• Create and execute an account management strategy: determine which accounts will need more active vs passive management, establish communication cadences based on assigned program, and collaborate with internal stakeholders to address at-risk accounts.
• Communicate value delivery: analyze customer performance and create assets (decks, reports, emails, etc.) that demonstrate value received from Expertise.com, recommend strategies and best practices for customers to get more value from Expertise.com, and present findings as a business review on a cadence appropriate for the customer’s program. 
• Identify and act on opportunities for continuous improvement for internal and customer-facing processes. 

Qualifications

• Proven experience in consultative SaaS or B2B sales with a demonstrated track record of successfully growing accounts and reducing churn required.
• Trait profile: coach-like ability to ask challenging questions, outside-the-box thinker and problem solver, communicates with candor and openness, entrepreneurial/growth mindset.
• Ability to work with multiple stakeholders and navigate complex relationship and sales processes. 
• Tech-savvy with ability to effectively use tools like G-Suite and Salesforce. 
• A bachelor degree in marketing, business, or entrepreneurship are bonuses, but not required.
• Self-motivated, driven, outcome-oriented, and effectively self-advocates.
• Access to a reliable connection to the Internet, a quiet environment, and a well spec’d computer able to make high quality VOIP calls.
• Native and/or bilingual English proficiency.