Customer Success Manager responsible for existing customers in a SaaS environment, driving adoption and ensuring long - term customer relationships through onboarding and optimization.
About the role
- Customer Success Manager responsible for building relationships and optimizing user experience with HSI software solutions. Collaborating across departments to drive upsell opportunities and maintain customer satisfaction.
Responsibilities
- Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
- Provide proactive strategy with their assigned customer accounts.
- Work with customers to ensure they are leveraging our services effectively and finding value in our services.
- Become an expert in our services and educate customers on the use and benefits of our products.
- Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues.
- Successfully maintain strong working knowledge of contractual terms on named accounts.
- Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development.
- Exceed monthly/quarterly/annual retention/growth quotas. Maintaining a Net Renewal Rate of 100%+.
- Identify and close upsell and cross-sell opportunities.
- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
- Maintain a revenue base by managing account retention and renewal.
- Drive upsell revenue through increased product adoption and increased usage.
- Other duties as assigned.
Requirements
- 2+ years of experience in a customer-facing role, such as Customer Success, Customer Support, Sales or Account Management
- 2+ years of experience working under monthly, quarterly, or annual revenue quotas
- 2+ years of experience using Salesforce and Customer Success platforms is preferred
- Proven ability to build strong relationships and communicate effectively with senior and executive-level customer stakeholders
- Excellent phone, written, and verbal communication skills, with strong presentation abilities
- Solid understanding of internet technologies and web-based applications, with a willingness to learn new tools
- Proficiency in Microsoft Office applications
- Strong understanding of HSI’s EMEA products (Donesafe, HandsHQ, Skillko), services, and overall value proposition, with the ability to clearly articulate them to customers
- Working knowledge of EHS and compliance management is preferred
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