Senior Client Success Manager leading integrated campaigns at The Drum while managing key accounts and client relationships. Supporting junior colleagues and driving best practices in the Client Services function.
About the role
- Customer Success Manager ensuring maximum customer value from Qwilr. Managing accounts and driving engagement while delivering exceptional service across the customer lifecycle.
Responsibilities
- Ensure customers are getting maximum value from Qwilr
- Manage a dedicated portfolio of accounts and drive product engagement
- Deliver superior service across the customer lifecycle
- Proactively engage with customers to ensure they're active, healthy and up to date on features
- Maintain high Gross Revenue Retention (GRR) by mitigating at-risk accounts
- Maintain high Net Revenue Retention (NRR)
- Identify expansion opportunities within customer portfolio
- Collaborate cross-functionally with Product, Sales, Support and Design teams
Requirements
- 2-3 years experience as a Customer Success Manager at a B2B software company
- Proven track record of delivering exceptional value, preventing churn and growing revenue
- Strong technical skills and the ability to pick up new technology fast
- Data-driven with a bias towards action, and not afraid to get hands dirty in support of customers
- High emotional intelligence
- Strong written and verbal skills; Zoom/Video Chat experience a must.
- Ability to communicate complex ideas simply and effectively
- Thrives in remote work settings and comfortable taking ownership and working autonomously
- Experience with Vitally, Qwilr or other sales proposal software (Bonus Points)
Benefits
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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