The Customer Success Manager supports Force Management’s growing Customer Success practice. Customer Success consults clients on change management efforts required to realize the full benefits of Command of the Message®, Command of the Sale®, Command of the Talent®, Command of the Plan® and Value Negotiation solution areas.
This role guides the customer’s journey within Force Management’s subscription software offerings to drive platform adoption, customer outcomes, and ultimately, renewals. This role works proactively with our customers and closely connects with Force Management’s account management and project management teams through regular touchpoints to ensure success after the consulting engagement.
PRIMARY RESPONSIBILITIES:
- Drive renewals and growth for a book of business
- Establish a regular cadence (monthly & quarterly, calls & emails) by defining and executing touchpoints throughout the customer lifecycle
- Conduct written, phone, and web client interactions regarding engagement activities and platform usage
- Perform ongoing analysis of customer engagement and take necessary measures to increase platform usage
- Analyze survey data to derive insight about client adoption and renewal health
- Process expansion transactions throughout the customer lifecycle
- Drive outbound, low-touch email campaigns in collaboration with Marketing
- Proactively assemble account teams to collaborate on client renewal strategy
- Define business and technical requirements for internal tools
- Identify and understand customer needs that may result in upsell/cross-sell
REQUIREMENTS:
The Customer Success Manager should be customer-centric and able to manage a book of clients in various engagement stages. The ideal candidate will also have:
- 2-3 years of experience in customer success or another customer-facing role within the high-tech industry
- Successful track record of driving renewals and managing churn
- Ability to think critically, troubleshoot and solve complex problems
- Experience defining and executing against a customer journey
- Poise in customer interactions to generate customer trust and influence
- Strong written and verbal communication skills to present business concepts to all levels of an organization
- Analysis skills to excel in a data-driven, metrics-oriented environment
- Collaborative mindset to work with cross-functional teams toward common goals
- Demonstrated ability to manage a high volume of activities with varying priorities in a fast-paced environment
- Ability to quickly learn internal tools
- Mastery of MS Office
- Experience with Force Management methodology preferred
Ideally based in Charlotte, NC. Open to potential remote opportunities based on qualifications and experience.