[Hiring] Customer Success Manager @Everstage Inc.

Role Description

As a Customer Success Manager, Enterprise/Strategic Accounts, you are a results-driven, customer obsessed professional focused on building strong relationships with Everstage’s largest and most strategic customers. You are able to navigate complex organizations to drive value realization of a customer’s investment, positively impacting overall account health and customer satisfaction.

You will facilitate and coordinate all business functions around a set of aligned customer goals, focusing on product adoption, success and growth. Internally, you will preemptively coordinate cross-functional teams around customer success goals; externally, you will work directly with the customer, helping assemble key resources to deliver the appropriate experience to meet their goals.

You are not afraid to make decisions and act, especially when you face uncertainty. You oversee and ensure prioritized alignment of coordinated outcomes across Customer Support, Implementation & Onboarding, Sales, Product, Marketing and customer engagements.

Performance Areas

• Retention & Renewals
• Product Adoption
• Customer Advocacy
• Customer Health & Satisfaction

What You’ll Do

• Be a trusted advisor by aligning to the customers’ success expectations, owning account health and overall book of business
• Build lasting relationships with accounts that differentiates us from the competitors
• Understand the customers’ business needs by defining a personalized, strategic success plan, implementing creative programs, and adapting objectives based on the insights and analytics of our customers’ success
• Set standards for proactive engagement, network, and grow relationships across a business, and drive community growth within the account.
• Ensure customers renew contracts, identifying any risk of churn, working to mitigate
• Understand customers’ business requirements and use cases to continually identify growth opportunities, expansion of services and tools to meet the most important customer needs, partnering with Sales
• Ensure engagement strategies across all customer roles: Champion, Decision Makers, Executives, Influencers and Daily Users
• Identify problems – internally and externally – and proactively solve them
• Proactively use measurements, metrics, and controls, to effectively manage the overall portfolio of customers
• Collect data on and deeply understand customers' wants and needs, using the data to create a value narrative
• Bring the voice of the customer back into the business, with teaching moments that ‘wow’ the customer
• Drive product adoption by keeping customers current on the latest news, product updates & knowledge, training, services, and product enhancements
• Understand market trends and keep up to date with the latest developments, trends and technology impacting our function and industry
• Provide senior leadership and sales with account updates especially “at risk” accounts
• Maintain thorough and consistent customer records via CRM & other internal systems

What We’re Looking For

• Total commitment to learn, improve and be part of our great success story
• Minimum of 5+ years’ experience within a Customer Success, Account Manager or Services team in a like-minded role.
• Experience managing $4m+ books of business
• Significant prior experience defining and implementing success and engagement strategies
• Strong leadership skills within the team, across the company, and in managing challenging customer issues.
• Strong listening skills
• Ability to prioritize accounts based on tiering and manage appropriately.
• A customer-first mindset – you start with the customer and work backwards.
• When faced with a tough decision that will help you and your team move forward, you are not afraid to step up and make the call.
• Highly collaborative and able to work as part of cross-functional teams.
• Strong communication and interpersonal skills and an ability to build professional relationships at all levels and across the organization – internally and externally.
• Strong industry expertise
• Great emotional intelligence and demonstrated customer empathy
• Good project management skills
• Highly developed problem solving and negotiation skills
• Willing to get creative and be innovative to drive continued success
• Ability to make formal and informal presentations to staff and clients

Why Everstage?

We're changing how businesses handle sales compensation, and we need a skilled content professional to help us tell that story. You'll have the opportunity to make a real impact, work with a dynamic team, and grow your skills in a fast-paced environment.

Join us in creating something amazing!