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Senior Client Growth Specialist
2 weeks ago
As a customer success manager, you will be working with key clients from various industries to drive growth and adoption of our solution. Your primary goal is to deliver methodologies that drive product expansion and long-term growth.
Responsibilities:
- Develop strong relationships with high-level clients to drive success with our platform and ensure they receive maximum value from our solution throughout their lifecycle.
- Guide client and account teams to develop client success plans, including QBRs, executive business reviews, and strategic planning sessions, and churn mitigation plans when necessary
- Be an expert and advisor, while maintaining understanding and expertise of our products and solutions, to drive clients' ability to successfully adopt the most relevant features for their specific requirements
- Engage with clients to unlock early and sustained product adoption and success with our solutions
- Develop and execute adoption strategies targeting high-value accounts, driving change management, and ensuring fulfillment of our packages
- Reduce churn and contraction through early risk identification, intervention, escalation, and mitigation in partnership with your account team
- Be a customer support industry and AI thought leader with clients, while sharing and scaling those insights to the benefit of our solutions team
- Be the voice of the customer to provide internal feedback on how we can better serve our core customers
Requirements:
- 5+ years of relevant work experience in a customer-facing role, preferably in a SaaS or consumption-based technology company
- Experience with SaaS business models and ability to support strategic and complex enterprise client needs resulting in value realization across global teams
- Experience establishing yourself as a trusted advisor with client partners to guide outcomes
- Experience using success plans to ensure goals are aligned from a business strategy perspective and success metrics are identified
- Ability to understand and communicate complex problems clearly and concisely to different audiences
- Self-motivating and entrepreneurial team player
- Experience building lasting relationships with clients and colleagues
- Experience setting up and using SaaS communication products
