Note: The job is a remote job and is open to candidates in USA. Prezent is a SaaS company whose Customer Success team drives customer adoption and long-term value realization through cross-functional partnership. The Customer Success Manager will manage and grow enterprise accounts, improve retention and product adoption, advocate for customers, and identify expansion opportunities.
Responsibilities
- Proactively manage and expand these relationships to drive increased adoption and utilization of Prezent's solutions
- Oversee a growing portfolio of client accounts, each with unique team structures and varying stages in their lifecycle
- Cultivate strong relationships with key stakeholders within each account to gain a deep understanding of their business goals and objectives
- Partner closely with the Sales team to achieve high customer retention rates and identify opportunities for expansion and upselling
- Implement proactive account monitoring and risk assessment strategies to identify and mitigate potential churn factors
- Conduct regular check-in calls to address tactical needs and perform strategic business reviews to ensure alignment between customer objectives and outcomes
- Develop and execute customer adoption programs to maximize the value customers derive from Prezent's software
- Spearhead the introduction and implementation of new products and features within each account
- Collaborate with Marketing to showcase customer success stories and promote Prezent's value proposition
- Act as a liaison between customers and internal teams, channeling customer feedback to improve Prezent's offerings
- Work closely with the Product team to track and address product improvement requests, troubleshoot issues, and manage bug reports
- Ability to cultivate and maintain strong interpersonal connections with clients across all organizational levels
- Skilled at building rapport, trust, and credibility with clients through active listening, empathy, and clear communication
- Proficient in identifying and understanding client needs, motivations, and concerns
- Adept at managing client expectations and delivering on commitments
- Committed to providing exceptional customer service and support
- Proactive in anticipating and addressing client needs
- Dedicated to ensuring client satisfaction and success
- Skilled at gathering and analyzing client feedback to improve products and services
- Ability to develop and implement long-term account growth plans
- Proficient in identifying and capitalizing on business opportunities
- Skilled at analyzing market trends and competitor activity
- Adept at forecasting and mitigating risks
Skills
- 4 to 6 years of relevant work experience as a Customer Success Manager
- Strong communication and relationship-building skills
- Ability to understand customer needs and translate them into effective strategies
- Experience in Customer Success, Consulting, Sales, Professional Services or Account Management
- Experience working directly with large commercial/enterprise customers and directors to SVPs
- SaaS experience is a must
- Self-driven and self-motivated individual who enjoys a fast moving and constantly changing environment
- Strong customer facing and presentation skills with the ability to establish credibility with multiple stakeholders
- Has handled difficult customers or situations and can demonstrate resolutions
- Working knowledge of common SaaS solutions such as Salesforce, O365, Zoom, and G Suite
- Proficiency in Salesforce and ServiceCloud preferred
- Startup experience is a plus
Benefits
- You’ll be eligible for Employee Stock options.
- Competitive commission based on Gross Retention, User activation and Customer Health.
- Flexible, top-tier benefits package in line with India market standards.
- Fully remote with best-in-class collaboration tools (Salesforce, Gong, Apollo, etc.).
- A fast-paced environment that encourages innovation, continuous learning, and career progression.
Company Overview