What are the responsibilities and job description for the Sr Customer Success Manager position at ChurnZero?
Our fast-growing startup is looking for a passionate, results-oriented individual to join our team as a Senior Customer Success Manager. At ChurnZero, our mission is to create the next great Customer Success platform and our own Customer Success team sits at the heart of this goal. As a CSM, you will cultivate exceptional experiences and sustained value for ChurnZero customers by acting as their trusted advisor and advocate from point of sale through renewal. Join the award-winning team that proudly supports the highest ranked solution in the Customer Success category on G2 Crowd and Capterra, is G2 Crowds 11th Fastest Growing Product in 2020, and has the Highest TR Score on Trust Radius. Come be a vital part of our continued success!
Job Title: Sr Customer Success Manager
Classification: Exempt
Reports to: Manager, Customer Success
Location: Remote, US-based
Target Salary Range: Starting at $105K OTE based on experience and qualifications
Responsibilities:
- Manage and grow relationships with a portfolio of large and complex accounts by acting as the customers strategic business advisor
- Deduct key objectives and recommend action plans that promote joint accountability and long-term success across the entire customer journey
- Establish long-term relationships with executive sponsors, POCs, and other key stakeholders to drive outcomes that contribute to mutual success
- Develop complex renewal strategies and negotiations that aim to achieve mutual benefits for both the customer and for ChurnZero
- Build a strong pipeline of expansion opportunities by having value discussions within customers CX teams as well as other business units
- Adopt a data-driven approach to increasing product adoption through various enablement strategies, technical product knowledge, and thought-leadership
- Ensure customer satisfaction by proactively addressing any issues or concerns
- Collaborate with sales and other teams to drive revenue growth
- Accurately and consistently forecast individual commercial performance and provide regular reports on account performance and customer feedback
- Strategic use of tools/processes to proactively anticipate and mitigate churn-risk or other obstacles that contribute to the customers success
- Actively participate in the ChurnZero customer community as well as attend/host local ChurnZero events
Qualifications:
- Minimum of 7 years of proven experience in customer success or account management
- Experience with CSPs (strong preference for ChurnZero) and CRMs (Salesforce, Hubspot, etc)
- Ability to use time productively and efficiently using the tools and resources available
- Strong communication and negotiation skills
- Ability to think strategically and identify revenue growth opportunities
- Energetic and self-motivated; a team player who is also a proactive and creative problem solver
- Ability to work independently and manage a large portfolio of large accounts
- Bachelor's degree or equivalent experience in a related field
About ChurnZero
ChurnZero helps subscription businesses fight customer churn. Our software solutions allow businesses to understand how their customers use their product, asses their health and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints. ChurnZero is backed by the leading angels and venture capital firms Baird Capital, Grotech Ventures, and Middleland Capital.
Salary : $105,000