Customer Success Manager

Position: Customer Success Manager (CSM)

Job Location: Remote

Shift Time - PST

Employment Type: Full Time

Customer Success Managers are responsible for an incredible customer experience, delivering joy and delight to our client community professionals. As a part of Experience.com’s Create WOW mission, Customer Success Managers build thriving client partnerships, aligning customer business goals to an accelerated approach that maximizes value realization from Experience.com’ solutions. The Customer Success discipline ensures high customer satisfaction levels, successful engagement with our platform and products, increased retention and driven growth, and a consistently strong actualization of value from solutions by developing and executing proactive success plans.

Key Duties Responsibilities

Essential Duties and Responsibilities:

• Create and execute Customer Success plans to establish strong trust-based client relationships, driving adoption and business value from solutions and our partnerships.
• Establish proactive, value-driven, high-touch relationships with customers to understand, document, and align client strategies and business objectives with Experience.com’s product portfolio and service capabilities.
• Deliver a proactive engagement and communication strategy that focuses on meeting customer outcomes, creating client advocates that evangelize Experience.com and drive new opportunities.
• Engage consistently with customers throughout the client lifecycle to ensure alignment on actual vs. expected performance, value realization, and business goals, to drive solution and partnership impact.
• Manage programs and optimize processes in the Experience.com Customer Journey, utilizing success markers to maintain the proper balance between technology and touch to maximize customer health.
• Define and monitor key performance indicators on a portfolio of clients and execute actions to ensure these targets are consistently met and jointly scored between Experience.com and our customers.
• Educate customers on Experience.com’s solution landscape, relevant to their business practices, while also conducting workshops to build stakeholder alignment on joint roadmap for products and services.
• Work collaboratively across the Experience.com organisation to amplify the impact of client feedback, ensuring customer questions, comments, and concerns lead to consolidated, actionable plans that deliver results.
• Partner extensively with the internal stakeholders to support account teams in conducting business reviews and structured engagements that deliver valuable business insights and roadmap alignment.
• Design, develop, and deliver customer success engagements and campaigns that mitigate risk, reduce churn, drive referrals, and maximize growth on the account, deployed internally and externally.
• Manage the customer experience, orchestrating and collaborating with the internal teams and resources to ensure and document clients’ progress, achieve their goals, and execute cohesively.
• Direct a cross-functional approach that supports the customer onboarding framework by identifying and executing actions that drive client business value realisation against purchased solution scopes.
• Advocate for customers by channeling the ‘Voice of the Customer’ to drive best practices, aligning their business roadmap with our platforms and solutions, and engaging them as a community.
• Execute on or participate in the Experience.com Customer Success organisation’s alignment and evolution of programs to accommodate changes in business requirements, partner or vendor agreements, etc.
• Evaluate and generate internal buy-in to the Customer Success philosophy and ensure it permeates all organizations, departments, programs, and initiatives across the company.
• Foster a Customer Success culture by sharing customer insights, wins, and growth opportunities that inform sales, engineering, marketing, and service improvement opportunities.
• Monitor client usage against costs of consumption for input into utilization management recommendations.
• Maintain industry and technical knowledge by attending workshops and reviewing relevant publications, establishing networks, and participating in professional organisations.

Key Performance Indicators

1) Gross Revenue Retention (GRR) for individual assigned account portfolio.

2) Net Revenue Retention (NRR) inclusive of expansions and growth of client relationships.

3) Customer Health inclusive of client satisfaction measures including Net Promoter Score (NPS) and Customer Satisfaction (CSAT).

Skills and Experience

• Bachelor’s Degree in a relevant field, such as business management, industry, or program management. Master’s Degree or other advanced degree preferred. Six Sigma Green Belt or higher a plus.
• 3+ years of progressive experience in customer success, account management, customer operations, client services, or program management in a client-facing capacity, with direct accountability for retention and expansion of the customer account relationship.
• Prior experience with managed services or cloud services brokerage is a plus.
• Exceptionally strong consultative, presentation, and relationship skills are essential.
• Experience working with Executive and C-Level Teams.
• Ability to understand and document customer requirements, map to product, track and report metrics, identify upsell and cross-sell opportunities.
• ITIL, PMP, COBIT, or related industry certifications are a plus.
• Experience with Salesforce or Service Cloud is a plus.
• Proven history of identifying and executing actions to drive high levels of customer retention and growth.
• Prior experience with data modeling and predictive analytics.
• Strong ability to manage process execution across the Information Technology stakeholder, partner, and vendor ecosystems; experience with cloud vendor systems such as Microsoft or Cisco a plus.
• Proven ability to facilitate and work across internal teams (Engineering, Product Operations, Sales, Finance, etc.) to obtain knowledge and necessary information in accelerating delivery efforts.
• Excellent written and verbal communication skills, with the ability to convey highly technical information in an easy-to-understand manner.
• Excellent organizational skills and experience managing competing priorities.

Competencies Proficiencies

[MOD] Building Effective Relationships

• Adapting effective communication methods and tools given the audience and information.
• Maximizing defined relationships such that the mutually aligned goals and objectives are achieved.
• Motivating aligned stakeholders by communicating a vision that is adapted to their context and needs.
• Reducing potential conflict by proactively nurturing relationships with aligned individuals.

[MOD] Bias for Action

• Managing project and program work effectively, delivering against known goals and deadlines.
• Contextualizing a known playbook given unexpected circumstances to meet goals and solve problems.
• Uses autonomy to correctly identify the cause of a problem or situation and apply the appropriate solution.
• Maintaining coalitions of support for necessary action, despite competing priorities.

[MOD] Disciplined and Strategic Thinking

• Learning from past actions and outcomes to consistently improve in work quality.
• Quickly defining the problem and applying the most effective solution – not merely the most obvious one.
• Filtering for ambiguity that impacts the goals at hand, instead of being reactive to atmospheric complexity.
• Using sound judgment to select the appropriate course of action given the situation at hand and data available.

About Us

We believe that experience is everything. Experience.com has built the most impactful Experience Management Platform (XMP) available anywhere, with features to drive operational and behavioral change, in real-time, during the moments that matter. XMP delivers impactful business outcomes including increased customer satisfaction, brand loyalty, online reputation and visibility, as well as improved employee engagement, and compliance - making every experience matter more.

Founded in 2015 and originally founded as SocialSurvey, Experience.com is headquartered in San Ramon, Calif. and backed by SavantGrowth (fka Kennet Partners), Silicon Valley Data Capital, Tri-Valley Ventures, and Wilson Sonsini Goodrich Rosati.

Indian Registered name: Buyers Road India Private Limited

URL:www.experience.com