Customer Success Manager - Remote

Overview

CallMiner seeks a skilled Customer Success Manager to join our Customer Retention Team. In this role, the Customer Success Manager drives business value for our customers by ensuring a swift realization of benefits and expertly guiding them through the Conversation Intelligence maturity curve. They balance and prioritize both tactical and strategic customer needs to ensure robust Gross Renewal Rates (GRR) and Net Dollar Retention (Net$Ret) forecasts and results. Their primary goal is to help customers execute initiatives effectively and deliver value aligned with their business objectives.

In Short

• Manage the customer experience from sales transition through post-sales onboarding and adoption for assigned customers.
• Retain and manage a book of business exceeding $+/-8 million in ACV.
• Collaborate with the Revenue Team to ensure an effective retention and growth organization strategy.
• Understand each customer's business processes and KPIs to enhance their operations.
• Consult & collaborate with customer teams to deliver expert coaching.
• Establish and maintain knowledge of platform capabilities.
• Leverage Gainsight Success Plans to track and complete use cases.
• Foster a culture of accountability among customers.
• Provide thought leadership to guide customers in defining use cases.
• Build strong relationships with customers and empower them to share success stories.

Requirements

• Experience in customer success or account management.
• Strong understanding of business processes and KPIs.
• Excellent communication and collaboration skills.
• Ability to manage a significant book of business.
• Experience with Gainsight or similar tools.
• Proven ability to drive customer engagement and retention.

Benefits

• Competitive salary and performance bonuses.
• Comprehensive health benefits.
• Opportunities for professional development.
• Flexible work environment.
• Supportive team culture.