Senior Customer Success Manager

🕒 July 10

☕ Washington – Remote

☕ Washington – Remote

💵 $115k - $125k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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ChurnZero

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

💼 Consulting

📣 Marketing

☁️ SaaS

💰 $25M Series B on 2021-03

Consulting • Marketing • SaaS

ChurnZero is a customer success software platform that helps businesses enhance customer engagement and retention through AI-driven insights. It offers tools for onboarding, product adoption, and customer insights, allowing companies to reduce churn rates and boost revenue growth. With features like customer health scoring, journey mapping, and automated engagement processes, ChurnZero empowers organizations to understand their customers better and streamline their success strategies.

📋 Description

• Manage and grow relationships with a portfolio of large and complex accounts by acting as the customers strategic business advisor • Deduct key objectives and recommend action plans that promote joint accountability and long-term success across the entire customer journey • Establish long-term relationships with executive sponsors, POCs and other key stakeholders to drive outcomes that contribute to mutual success • Develop complex renewal strategies and negotiations that aim to achieve mutual benefits for both the customer and for ChurnZero • Build a strong pipeline of expansion opportunities by having value discussions within customers CX teams as well as other business units • Adopt a data-driven approach to increasing product adoption through various enablement strategies, technical product knowledge and thought-leadership • Ensure customer satisfaction by proactively addressing any issues or concerns • Collaborate with sales and other teams to drive revenue growth • Accurately and consistently forecast individual commercial performance and provide regular reports on account performance and customer feedback • Strategic use of tools/processes to proactively anticipate and mitigate churn-risk or other obstacles that contribute to the customers success • Actively participate in the ChurnZero customer community as well as attend/host local ChurnZero events

🎯 Requirements

• Minimum of 7 years proven experience in customer success or account management • Experience with CSPs (strong preference for ChurnZero) and CRMs (Salesforce, Hubspot, etc) • Ability to use time productively and efficiently using the tools and resources available • Strong communication and negotiation skills • Ability to think strategically and identify revenue growth opportunities • Energetic and self-motivated; a team player who is also a proactive and creative problem solver • Ability to work independently and manage a large portfolio of large accounts • Bachelor's degree or equivalent experience in a related field