Customer Success Manager

Job not on LinkedIn

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $75k - $100k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

👻 Ghost score 0%

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DDi

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

DDi is an innovative technology partner for BioPharma, Medical Device, Consumer Health, and mixed portfolio companies. The company offers software products and automation solutions tailored to the unique technology needs of these industries. DDi focuses on providing fit-for-purpose modules and platforms to help large and small-to-mid-sized companies achieve their digital milestones faster and more cost-effectively. With domain expertise, DDi leverages automation to minimize manual processes and integrate seamlessly with existing systems, ensuring optimal return on investment. Their services are backed by professional support and program management teams, offering both a private cloud infrastructure and modular implementation approaches.

📋 Description

• Lead efforts to ensure customers achieve maximum value from DDI’s leadership development subscriptions • Serve as the primary post-sale point of contact for customers • Foster long-term customer relationships built on trust and exceptional service • Drive customer adoption, retention, and overall customer experience • Own retention of DDI’s subscription clients on a year-over-year basis • Meet Gross Revenue Retention targets of 87%+, Net Revenue Retention targets of 95%+, and Customer Renewal Rate of 80%+ • Lead and execute targeted save strategies for customers at risk of non-renewal • Develop and maintain relationships with key client stakeholders, including executives, HR professionals, and learning and development teams • Create collaborative Customer Success Plans based on client needs and definitions of value • Monitor client progress, satisfaction, and customer health metrics using DDI technology platforms • Recommend actions to drive deeper adoption of DDI solutions • Maintain accurate and timely customer success platform data and notes • Mobilize resources across DDI to address client needs • Partner with the onboarding team to oversee smooth client implementation • Provide ongoing training, support, and guidance to clients • Collaborate with Sales, Consulting, Project Management, and Customer Support • Advocate for customer needs internally and support product enhancements and strategic initiatives • Gather and share customer feedback with product and enablement teams

🎯 Requirements

• Minimum 2 years of experience, ideally in customer success, consulting, project management or account management • Bachelors degree (or equivalent experience) in business, psychology or related field • High impact communication, strong client management skills and customer focus • Strong influencing skills • Ability to adjust approach based on audience • Highly skilled at quickly mobilizing others to drive execution and achieve client outcomes • Comfortable with ambiguity • Ability to demonstrate value and insight to retain and grow relationships • Commercial acumen and understanding of key levers that drive ARR renewals and expansion • Demonstration of high work standards and energy • Intentional and proactive in driving one’s own development and seeking/acting on feedback • Ability/willingness to travel 15% of time

🏖️ Benefits

• Variable Pay: 20% • Benefits offered by DDI (specific benefits not detailed in the posting) • Fully remote work • Ability/willingness to travel 15% of time