Customer Value Advocate Manager - Remote

Overview

The Customer Value Advocate Manager is responsible for designing and executing strategic initiatives to reduce churn and maximize customer value across high-priority, at-risk accounts. The role involves serving as a strategic advisor and renewal partner to Customer Success Managers, driving retention through proactive engagement and tailored customer strategies.

In Short

• Identify and engage with at-risk accounts to increase renewal likelihood.
• Develop renewal strategies and customer-facing materials.
• Lead customer engagements for renewals.
• Monitor accounts showing decreased usage and activity.
• Launch and support the ICU Model and Renewal Clinics.
• Collaborate with various teams to align customer success goals.
• Act as a strategic advisor to CS leadership.
• Lead bi-weekly working groups and renewal clinics.
• Track engagement metrics and adoption post-training.
• Manage accounts during CSM leave or departures.

Requirements

• Experience in Customer Success or related field.
• Strong analytical skills and familiarity with Tableau.
• Excellent communication and leadership abilities.
• Ability to develop strategic plans and proposals.
• Experience in cross-functional collaboration.
• Proactive problem-solving skills.
• Ability to monitor customer health scores.
• Experience in account management.
• Strong understanding of B2B sales processes.
• Ability to work in a fast-paced environment.

Benefits

• Health insurance coverage.
• Paid parental leave.
• Generous paid time off and holidays.
• Quarterly self-care days off.
• Stock options.
• Access to learning and development initiatives.
• Wellness education sessions.
• Support for employee well-being.
• Flexible work environment.
• Inclusive company culture.