Customer Success Manager
CurrentOwn overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services. Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team.Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.Maintain existing customer success metrics and data as directed.Serve as a day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals.Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.Collaborate, problem-solve, and/or strategize upcoming client meetings with team members.Prepare necessary documentation or visuals for the client to demonstrate the performance of campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement.Work with the sales and marketing team to drill customer references and develop case studies