Customer Success Managers take ownership of Crescendo Lab's close-long term customer relationships and the highest possible satisfaction which we value very much. As a CSM, you will collaborate with different functional teams to make sure customer needs are met. You are responsible for the day-to-day management to ensure customer onboarding, retention, renewal, and upsell success.
CSMs also need to understand customer business needs, maximize product adoption across all accounts, and bring the latest product features as well as know-how to customers. An ideal candidate for the role will become a trusted advisor and drive our customer's MRR and NDR metrics growth by achieving their business objectives.
Responsibilities
- Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services
- Identifies and creates solutions to address CS needs, improve effectiveness and efficiency, and delivery to or exceed key customer metrics such as Quantitative Success Plans, Time-to-Value, use case expansion, EBRs delivered, and gross/net retention
- Work cross-departmentally to find solutions to complex scenarios and integration issues
- Owns the customer relationship of a global or large scale enterprise account and actively manages the stakeholder relationship at all levels (i.e., executive, management, technical leaders) including strategic roadmap discussions
- Can develop and nurture relationships and adjust value and adoption messaging according to the levels and interests of customer stakeholders
- Demonstrate leadership in new feature and technology adoption and teaching by providing regular enablement and solution overview sessions and documentation for customers
- Has proven ability to deeply understand customer health scoring and predictive risk management and is well versed in risk prevention and risk resolution
- Continuously drives communication and customer advocacy into various departments to provide customer insights and ensure an orchestrated customer experience
- Regularly publishes handbook updates describing our practice and our collaboration with other groups and improves/grooms existing content in-line with process and enablement improvements
- Mentor and enable the team to exceed company growth and retention forecasts
- Manage a team of highly motivated, customer-focused CSMs to manage the overall health and care of accounts (e.g., onboarding customers, stage adoption, executive business reviews, and successful renewals)
- Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development, providing timely feedback and development assistance
- Identify and implement improvements to the processes and tools used
- Partner with other team leaders to ensure the customer is supported in times of escalation
