[Hiring] Senior Customer Success Advocate @LineLeader

Role Description

The Sr. Customer Success Advocate (CSA) is the key partner helping customers achieve their strategic objectives and extract maximum value from their investment in our products. Customer Success Advocates drive adoption, retention, and expansion of our products and services by being a trusted advisor to our customers. They are experts on our products and technology, digital strategy, and on growing a culture of harmonizing, understanding, and acting on digital data. CSAs accomplish this by being empathetic and seeking to understand our customers' challenges and needs and respond with a problem-solving mindset. By relying on past experience, business acumen, and technical aptitude, CSAs are the driving force that enable our customers to unlock their potential. Additionally, the CSA serves as the liaison between us and the customer – facilitating collaboration with Product, Engineering, Sales, Professional Services, and others to be the voice of the customer within our company.

Responsibilities

• Lead post-sales activities on a portfolio of the most strategic, mid-market customers through strong relationship-building, product knowledge, planning, and execution.
• Ability to own all aspects of an account, from renewal to health to platform maintenance.
• Ability to recognize, understand, and translate technical problems to find solutions for customers' value requirements.
• Can speak and present to any audience within an organization.
• Retain long-term relationships through advocacy by providing value throughout the customer partnership – be a trusted advisor.
• Excellent time management skills with the ability to track numerous details and competing priorities.
• Prepare and present impactful and engaging Executive Business Reviews (XBR).
• Analyze data independently to discover insights that drive operational recommendations.
• Identify risks, KPIs, and opportunities for improvement and collaborate with internal teams to develop clear plans of action.
• Establish and oversee the customer's adoption, ensure training needs are met, and develop best practices to remove friction, reduce manual workflows and to continually drive the customer return on investment (ROI) and long-term-value (LTV).
• Proactively identify and mitigate account risk, prevent churn.
• Create, plan and drive Customer Success Plans.
• Ability to advise, recommend, and collaborate internally as the voice of the customer.

Qualifications

• Minimum of 4 years as a Customer Success Manager or comparable role.
• Experience understanding of SaaS/Cloud solutions and technology required.
• Analytical and curious mindset with a data-driven approach to problem-solving.
• Demonstrated ability to communicate, present, and influence effectively at all levels of an organization.
• Strong client empathy, a deep understanding of a customer's business use case, value drivers, and passion for solving complex business problems and articulating those needs to internal stakeholders.
• Strong communication and customer (webinar) interaction skills.
• Excellent written and oral communication skills in English. Bilingual/Multilingual a plus.
• Ability to multi-task and provide excellent follow-up in a fast-paced, multiple account environment.
• Demonstrated ability to be proactive, globally collaborate, and take initiative to get things done.
• Fast learner, adept in understanding and articulating new technologies in the digital landscape.

Benefits

• 18 days of PTO. Whether it's hiking a mountain in Colorado or bonding with your couch, we all need downtime.
• 11 paid holidays, paid charity days, and your birthday off.
• Insurance plans that pay 100% of your medical, dental, and vision.
• 401K program.
• Parental leave. Expanding your family? We offer 6-12 weeks of paid parental leave.
• Continuing education. All employees get time and reimbursements to spend on professional development.
• Quarterly company culture events - that are actually fun!
• This is a fully remote position available to candidates who reside in one of the following states: Arizona, Georgia, Illinois, Indiana, or Texas.