The Customer Success Manager is responsible for and will own the executive relationship with strategic Mid-Market customer accounts for Solutionreach. The Customer Success Manager is accountable for product adoption, revenue retention and expansion, customer satisfaction, and delivering of business outcomes for high-profile customers. As such, the Customer Success Manager will be expected to work with executive sponsors, interacting with them in a professional, polite, and charismatic way. The Customer Success Manager owns the lifecycle from pre-sales coordination throughout the entirety of the customer journey.

Duties and Responsibilities

• Take full accountability and responsibility for revenue retention and expansion of the account book of business you oversee. Report monthly the revenue retention and expansion results and other key metrics for these accounts
• Manage the customer lifecycle for the book of business assigned, this includes, but not limited to, utilizing best practices concerning kick-off calls, implementation, adoption, outcome achievement, benchmarking and milestones, quarterly business reviews (QBR’s), and customer renewal
• Coordinate with Sales and Business Development on a regular basis to ensure understanding of high-profile enterprise account pipeline
• Participate in regular ‘code red’ meetings to determine and discuss which (if any) high-profile enterprise accounts are at risk of churn. Implement effective strategies to mitigate customer churn
• Manage and work with client success representatives (who are assigned to each enterprise account) to ensure timely resolution of any day-to-day technical issues. Coordinate proactively with executive sponsors around these issues as necessary
• Engage in strategic conversations (EBR’s or QBR’s) with high-profile executive sponsors to ensure business outcomes are being attained for these customers
• Make on-site visits to high-profile enterprise accounts as business deems necessary
• Perform other duties as assigned
• Must be able to work 40+ hours a week

• Bachelor’s degree in business or related field
• 3 to 5 years of sales experience preferred
• 3 to 5 years of Customers Success Management experience preferred
• Possess excellent written and verbal communication skills
• Excellent problem-solving and organizational skills
• Extremely process-oriented