CRM Analyst managing client relationships through Marketing Cloud. Involved in data management and multichannel campaigns with a hybrid working model.
About the role
- Customer Success Manager ensuring customer satisfaction and product adoption at ProductPlan. Managing customer lifecycle from onboarding to renewal with a focus on retention and advocacy.
Responsibilities
- Lead customer onboarding and implementation activities, including kickoff calls, configuration guidance, and milestone planning to ensure a smooth and successful launch
- Ensure a successful transition from onboarding to ongoing customer success ownership
- Build and nurture strong relationships with key customer stakeholders by serving as their primary contact, addressing their questions, concerns, and feedback
- Monitor customer usage and engagement to ensure they are leveraging the software to its fullest potential
- Identify and promote additional features or integrations that could enhance the customer's experience and achieve their business objectives
- Proactively manage customer accounts to anticipate and resolve potential issues before they escalate
- Develop strategies to improve customer retention and reduce churn by understanding and addressing customer pain points
- Track and report on key performance indicators (KPIs) related to customer success, including adoption rates, satisfaction scores, and renewal rates
- Manage the renewal process for customer subscriptions, ensuring timely and successful renewals
Requirements
- Bachelor’s degree in Business, Computer Science, or a related field
- 3+ years of experience in a customer success, account management, implementation, or related role, preferably within a SaaS environment
- Strong understanding of SaaS products and subscription-based business models
- Experience with CRM software and customer success platforms (ie HubSpot, Salesforce, Gainsight)
- Knowledge of data analytics or business intelligence tools to track and report on customer success metrics (preferred)
Benefits
- Flexible PTO
- Comprehensive health, dental, and vision insurance
- 401k options with employer match
- Employer paid Short Term Disability Insurance
- Employer paid Life/AD&D Insurance
- 8 weeks of paid parental leave
- Performance-based incentives
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