Customer Success Manager

Remote (US)

Remote

Mid Level

Full Time

29 days ago

remotecustomer successB2B softwareportfolio managementchurn preventionrevenue growth

Requirements

•2-3 years experience as a Customer Success Manager at a B2B software company
•Managed a dedicated portfolio of accounts with a proven track record of delivering exceptional value, preventing churn and growing revenue
•Know how to use customer success tools and software to prioritize your time, manage customers across lifecycle phases and proactively address potential churn risks
•Strong technical skills and the ability to pick up new technology fast and drive your own learning
•Data-driven with a bias towards action
•High emotional intelligence and ability to manage emotions effectively as part of high-quality communications and collaboration
•Demonstrate a hospitality mindset when working with customers: go above-and-beyond to ensure customers are cared for, take ownership of problems and display empathy
•Strong written and verbal skills; Zoom/Video Chat experience a must
•Communicate complex ideas simply and effectively, no matter the audience
•Thrive in remote work settings and are comfortable taking ownership and working autonomously

•Onboard and train new customers to ensure they have everything they need to be successful and can get up and running with Qwilr quickly
•Manage a portfolio of 150+ accounts and drive their adoption of Qwilr to ensure they’re meeting their goals for purchasing
•Proactively engage with customers to ensure they’re active, healthy and up to date on the latest features and benefits of Qwilr’s products
•Maintain high Gross Revenue Retention (GRR) by proactively mitigating at-risk accounts and taking measures to prevent churn and contraction
•Maintain high Net Revenue Retention (NRR) by proactively identifying expansion opportunities and partnering with Sales to close them
•Be a Qwilr product expert: stay current on new releases and ensure your customers are benefiting from new features and workflows
•Identify expansion opportunities within your customer portfolio and partner with Sales to close them
•Respond to customer requests for additional training, enablement and support
•Use Vitally to track all of your customer-facing activities, keep your renewal forecast up to date, track reasons for churn and contraction and complete tasks
•Collaborate cross-functionally with our Product, Sales, Support and Design teams to ensure customer needs are understood and addressed