Note: The job is a remote job and is open to candidates in USA. Prezent is seeking a Customer Success Manager to drive customer adoption and long-term value realization throughout the customer lifecycle. The role manages enterprise accounts, builds stakeholder relationships, supports retention and expansion, leads product adoption programs, and channels customer feedback to internal teams.
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
- To excel in this role, we are seeking candidates with 4 to 6 years of relevant work experience as a Customer Success Manager
- As a valuable member of our team, you will need to demonstrate strong communication and relationship-building skills
- Your ability to understand customer needs and translate them into effective strategies will be essential in driving customer satisfaction and success
- 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
- 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
- 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
- You enjoy planning, adjusting, executing, winning, and celebrating as a team
- Proficiency in Salesforce and ServiceCloud preferred
- Working knowledge of common SaaS solutions such as Salesforce, O365, Zoom, and G Suite is a plus
- Self-driven and self-motivated individual who enjoys a fast moving and constantly changing environment. 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.).
- Fast-paced environment that encourages innovation, continuous learning, and career progression.
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