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As a Customer Success Manager (CSM), you will drive revenue growth and maximize customer lifetime value. Your primary responsibility will be to act as the primary point of contact for a multi-million dollar book of business: to understand client key business objectives, nurture and expand relationships, drive renewal rates, and identify opportunities to upsell additional products or services. You will build and maintain strong relationships with their customer contacts, focusing on executive leadership and strategic program managers.
This role will necessitate partnering closely with a large, cross-functional Contentsquare team - including members of Implementation, Enablement, Customer Experience, Sales, and Product - to ensure the customer is supported at every stage of their journey.
What you'll do:
Relationship Management: Develop and maintain a trusted advisor relationship with key customer stakeholders & executive sponsorsExecutive Alignment: Prepare and lead strategic meetings that drive actionable and measurable outcomes and partnership success, including Strategic Business Reviews, and joint Success PlanningSuccess Planning: Hold regular calls with customers to help them strategize best how to use the product(s) to achieve their goals, answer questions relating to the product and keep customers informed of Contentsquare news and product updatesBusiness Reviews: Proactively lead and maintain ongoing relationships with Executive Sponsors through Strategic Business Reviews and Executive summaries, including sharing of best practices, thought leadership and industry trendsDrive Value: Align all partnership activities with key business objectives and measurable value outcomes, continuously demonstrate and communicate the value of our solutions to customersCustomer Advocacy: Act as the main point of contact and advocate for customers internallyProgram Management: Collaborate cross-functionally with other departments within Contentsquare to aid them in the customer lifecycle, ensure the partnership's success, and ultimately secure customer renewal.Subject Matter Expertise: Contribute to the customer’s digital CX strategy and optimization roadmap Renewal Management: Drive renewals to successful completion in close collaboration with Sales to achieve gross retention targetsCommercial Discussions: Own the renewal process for ‘low growth’ accounts, developing and executing strategies to ensure high renewal rates and minimize churnUpsell Identification: Collaborate with Sales teams to identify and drive growth opportunities contributing to upsell targetsWhat you'll need to succeed:
3-4 years experience as a customer success manager or similar customer-facing role (consulting, etc), with a strong track record of driving renewals and upsells in a SaaS or subscription-based business.Speak Spanish and English fluentlyHighly organized, with the ability to manage a large and varied book of business (including differences in size, industry, and use case)Exceptional relationship management, with an emphasis on the ability to build, maintain, and grow relationships at the executive levelStrong team player with the natural ability to collaborate effectively across departments and functions to achieve common goals while acting as the key decision-makerAnalytics mindset: comfortable analyzing digital customer experience metrics and leveraging insights to generate actionable recommendations for web and app optimizationsProficient understanding of web and mobile app architecture, design, and developmentAbility to thrive in a fast-paced, dynamic environment and effectively manage competing and changing prioritiesExceptional communication and negotiation skills, with the ability to influence and persuade at all levels of an organization
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