Customer Success Manager

We are seeking a Customer Success Manager to ensure customers achieve their desired outcomes and derive value from our platform. The successful candidate will be responsible for understanding customer pain points, providing solutions, and guiding customers in maximizing software utilization.

Requirements

• Maintain a 98% customer retention rate
• Proactively manage at-risk accounts to mitigate early-term and non-renewal churn
• Identify and understand key churn indicators, taking preemptive action when necessary
• Execute internal renewal process
• Identify upsell/expansion opportunities
• Manage appropriate cadence call expectations & executive business review (ERB) expectations
• Maintain a regular EBR schedule - attended by customer decision makers
• Manage and engage at risk customers
• Understand & manage key account health indicators
• Review core features for value drivers & non use
• Use adoption information for customer syncs
• Complete regular account health checks on customer base
• Update Catalyst to ensure our system of record is current
• Maintain task management and note keeping on all customer accounts & playbooks
• Maintain data integrity for Catalyst on all customer reporting fields

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Health Spending Account (HSA)
• Flexible Spending Account (FSA)
• Voluntary benefits (pet insurance, legal, accident)
• 401K with 3% company match
• 8 paid holidays
• 3 weeks of paid vacation (PTO) + sick
• $750 Learning and Development Reimbursement
• 24/7 EAP - Free Professional Counseling Services
• Access to Health Advocate