Customer Success Manager
| Company | Coactive |
|---|---|
| Location | San Francisco, CA, USA, San Jose, CA, USA |
| Salary | $133000 – $163000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 5+ years of relevant experience in a customer-facing role, including customer success management, account management, or client services, with a minimum of 2 years dedicated to supporting complex enterprise customers.
- Deep understanding of customer experience principles with the ability to clearly articulate the value proposition to clients.
- Exceptional communication and interpersonal skills that facilitate connections with both technical and non-technical stakeholders, including executive sponsors.
- Proven ability to manage multiple customer accounts and initiatives simultaneously while maintaining high service standards.
- Strong problem-solving capabilities and a strategic mindset focused on driving customer success.
- Technical Aptitude – A genuine interest and curiosity in learning about these concepts is essential.
- Collaborative Team Player – This role involves working closely with our key growth customers, requiring strong alignment with Sales, Professional Services, Tech Services, and the broader Coactive ecosystem.
- Flexibility to travel as required to meet customer needs.
Responsibilities
- Serve as the primary point of contact for enterprise customers, fostering long-term relationships to guide them toward successful adoption and realization of business value with our solutions.
- Understand customers’ unique needs and develop tailored strategies to facilitate their growth and maturity with our product offerings.
- Manage the internal orchestration of resources from solutions, product, support, and sales teams to ensure alignment with customer needs and objectives.
- Provide ongoing guidance to enhance customers’ understanding and utilization of our solutions, supporting their journey toward maximizing product value.
- Advocate for customers by effectively coordinating support requests, resolving issues, and ensuring a seamless customer experience.
- Gather and analyze customer feedback to communicate insights for continuous product improvement and enhancement of customer success strategies.
- Maintain a deep understanding of our product offerings and industry trends, enabling you to serve customers effectively and provide relevant advice.
- Collaborate with sales teams to identify opportunities for renewals and upsells through successful product adoption and customer satisfaction.
- Occasionally travel to customer sites for meetings, presentations, and relationship-building activities as needed.
- Co-develop and continuously refine the customer success playbook for Coactive to align with evolving customer needs and company goals.
Preferred Qualifications
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No preferred qualifications provided.