SheerID is looking for a dynamic Senior Customer Success Manager to join our growing team in our mission to enable brands to reach their target audience. In this role you will manage a growing book of Enterprise brands, driving utilization and outcomes leading to renewals, expansion, and customer advocacy. You function as a key member of the customer account team, bridging the gap between your customers and our internal Customer Delivery, Support, Product, Marketing, and Engineering teams. As the trusted advisor, you will proactively work with your customer contacts at all levels to deliver first class proactive support, challenging the status quo and helping your contacts deliver programs that provide impressive returns on investment to their business. Finally, you will be mindful of your customers’ consumer experience, providing best practices in offer, promotions, and program build to ensure the best experience possible.
\n- Strategically guide the implementation of complex customer programs with the Client Delivery team ensuring best practices are utilized in building customer programs and customers receive quickest time to value.
- Monitor activity and identify trends in customer base to assess potential churn risk and proactively provide guidance/action plans to customers to increase value of their program and internal team members needed to mitigate risk/improve growth.
- Maintain consistent strategic touchpoints with customers according to high touch lifecycle, engaging additional SheerID resources such as Product, Sales, Executives, etc where appropriate.
- Develop and maintain trusted advisor relationships with stakeholders and program owners in your account portfolio of approximately 10-25 customers.
- Act as the voice of the customer, advocating the customer’s point of view and provide detailed internal feedback to cross-functional teams regarding how SheerID can better serve our customers, improve their and their customers’ experience, and better the customers’ outcomes with our services.
- Co-manage the renewals process with aligned Account Executive and accurately forecast renewals for aligned customer base to achieve high gross retention numbers.
- Identify account expansion and cross-organizational opportunities for growth and work with your Enterprise Account Executive counterpart to ensure a successful close.
- Develop new content, implement new programs, and innovate new methods based upon identified needs to contribute to the Customer and SheerID’s success.
- Impart strategic leadership and direction on all aspects of SheerID products and services.
- 6+ years of experience in a customer facing, B2B role with programmatic consulting based Customer Success, Account Management or other client facing roles.
- 4 year degree or equivalent work experience.
- Proven track record in managing complex, multi-divisional Enterprise customer relationships and delivering results.
- Data-driven and strategic thinker who is able to to consult with customers to drive success of their program.
- Experience working in a fast paced, high-growth B2B SaaS technology environment, supporting Enterprise software.
- Ability to communicate at all levels from users to budget holders and executives.
- Exceptional time and task management, project management, teamwork, meeting facilitation, and communication skills.
- Diligence and organization in follow-up processes - document all calls/customer interactions in CRM.
- Experience with Salesforce, Asana, Jira, Slack, New Relic, and other similar SaaS services a plus.
- Entrepreneurial spirit, thriving on working in a fast-paced, ever changing environment.
- Must be able to travel 25%-30% of the time for customer meetings.
- Background in the marketing technology a plus.
