Customer Success Operations Manager at Vasion, focusing on systems and processes for Customer Success. Supporting operational excellence and data - driven strategies for exceptional customer experiences.
About the role
- Senior Customer Success Manager at Cronofy guiding a portfolio of customers through onboarding, adoption, and renewal lifecycles. Focus on customer retention and revenue growth in SaaS accounts.
Responsibilities
- You’ll own a portfolio of around ~100 customers, guiding them through the entire lifecycle, from onboarding and adoption to renewal and, where relevant, expansion.
- Your success will be measured by customer retention and revenue growth across our SaaS accounts.
- Defining what success looks like for our customers, identifying risks early, and finding ways to better empower them whether that’s through data-driven insights or sharing best practices across accounts.
- Act as their voice internally, advocating for their needs and ensuring their perspective shapes our decisions.
- You’ll be a relationship builder who ensures a smooth transition for our customers from sales to long-term success.
- Develop a deep understanding of each customer’s goals and how they’re using our APIs, so you can provide the right guidance at every stage of their journey.
- Proactively reach out when you spot a risk, offering practical advice to help them improve engagement and realize full value, ultimately driving retention and NRR.
- Uncover additional ways customers can benefit from our platform, contributing to defining what success looks like for our SaaS Customers identifying key health indicators, common risks, and unmet needs.
Requirements
- Strong commercial & consultative mindset.
- An ability to guide customers through the customer lifecycle; from onboarding through activation and renewal.
- You build relationships naturally and are able to interact with different types of stakeholders and be their trusted advisor.
- You have a consultative approach with customers.
- You know the product inside out and are able to map customer goals to technical solutions.
- Technical aptitude.
- A strong understanding of data such as product usage & customer health scores, using it to guide and prioritize customers.
- Experience with contracting, driving NRR & Expansion.
Benefits
- €1740 annual benefit contribution for healthcare & dental insurance.
- Pension scheme.
- 25 days holiday in addition to flexible national holidays.
- 5 personal development days per year to use for L&D, charitable causes or similar.
- Pleo card for work expenses, hardware, travel etc.
- A flexible approach to working; remote, office or hybrid.
- A principles driven culture that provides the framework for autonomous decision making and personal development.
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