Customer Success Manager - Remote

Overview

The Customer Success Manager role plays a key role in driving strategic customer success initiatives. Responsible for fostering long-term relationships, this role involves conducting business reviews, addressing escalated issues, and collaborating with cross-functional teams to maximise customer satisfaction and revenue growth.

In Short

• Develop and execute account plans to ensure client success and identify growth opportunities.
• Own customer onboarding, ramp, and full life cycle achievement including contract renewal.
• Find upsell, cross-sell, and expansion opportunities and win additional business.
• Maintain weekly updates reviewing Customer Stories, Opportunities, Onboarding progress, At Risk Accounts and Churn.
• Serve as the primary contact for escalated issues, collaborating internally to resolve challenges.
• Conduct an average of 5-8 proactive meetings per week with your book of business.
• Implement strategies to reduce churn and enhance loyalty.
• Utilise data to analyse and track potential churn targets and create a mutual plan of success.
• Demonstrated success in driving customer growth through expansion initiatives.
• Adaptability in a fast-paced environment and the ability to juggle multiple priorities.

Requirements

• Proven success in customer success or account management.
• Showcased effectiveness in strategic mid-market account management.
• Strong analytical thinking and problem-solving abilities.
• Effective communicator with a high standard of presentation delivery.
• Familiarity with HubSpot or other CRM platforms.
• Demonstrated ability to collaborate effectively with various departments.
• Experience advocating for customers at an executive level.
• Demonstrated success in managing high volume of client accounts.
• Independently managed contract renewals and upsell opportunities.
• Ability to complete multiple priorities and projects.

Benefits

• 4 weeks of annual leave to start + additional health & wellness time off.
• Remote-friendly setup, work-from-home stipend, and a flex allowance.
• Complete benefits package for yourself and your dependents.
• A professional development budget to level up your skills.
• Opportunity to drive real impact and help define the direction of the Customer Success Team.