Customer Success Manager
| Company | Pantheon |
|---|---|
| Location | Remote in USA, Vancouver, BC, Canada |
| Salary | $109000 – $120000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level |
Requirements
- 2-5 years of experience in a customer-facing role focused on driving revenue growth and retention within a high-volume environment, such as CSM or Account Manager.
- Proven track record of creating successful customer outcomes, demonstrating ROI, and achieving high retention rates across a large portfolio.
- Excellent communication, negotiation, organization, and presentation skills to influence adoption, demonstrate business value, and drive expansion at scale.
- Technical proficiency and the ability to articulate how technical solutions align with business objectives and growth plans for a high volume of customers.
- Strong problem-solving and analytical skills to identify customer challenges and propose solutions that drive business value and expansion efficiently across a large customer base.
- Proven ability to collaborate with cross-functional teams to achieve customer success and revenue growth in a high-volume setting.
- Experience with WebOps, web hosting, or content management systems (CMS) with a focus on how they drive business outcomes for a wide range of clients.
Responsibilities
- Act as the primary point of contact for a large number of assigned customers, building strong relationships based on trust and a deep understanding of their unique business needs.
- Proactively engage with many customers to identify challenges, offer solutions, and provide guidance on improving the value of our platform efficiently.
- Monitor customer progress towards their objectives across a large portfolio, providing strategic recommendations to maximize their investment and identify expansion opportunities efficiently.
- Track key customer health metrics across a high volume of accounts, proactively identifying and mitigating risks to ensure high retention rates and identify expansion opportunities at scale.
- Collaborate with Sales and Partner teams to drive successful product adoption and optimization across a large customer base, identify upsell opportunities, and achieve revenue growth targets.
- Gather customer feedback and insights from a wide range of customers, focusing on identifying opportunities for product enhancements that drive customer value and product innovation.
Preferred Qualifications
- WordPress or Drupal experience preferred, with an emphasis on how they support business objectives across a large portfolio.