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Customer Success Manager - SMB

Experienced

Numerator | Sales

The role of the Customer Success Director is to ensure our customers achieve success with our platform-based solutions and maximize their return on investment, leading to strong renewal rates and growth across our portfolio of products.

This individual is responsible for managing a large portfolio of our Core clients under a "tech-touch" service model. The CSD is responsible for developing and executing on process to scale customer engagement to drive success and confirm value across a large number of clients. The Customer Success Director will partner with other members of our Customer Team, as well as our Product and Marketing teams to ensure clients get the most from our game-changing insights and products under our Core service model. In addition, he/she will work with Sales colleagues to help expand our customer footprint.

Responsibilities

  • Manage a client relationship after on-boarding is complete to drive on-going realized value against measurable goals to ensure long-term success
  • Establish and execute against a scaled engagement plan that ensures value delivered for customers over time and the adoption of contracted Numerator solutions across key user groups based on confirmed Use Cases
  • Develop and execute on processes for automated user outreach based on identified needs across the territory
  • Use our internal customer success tools and reporting to drive efficiency and prioritize activities across a large territory of clients
  • Work closely with the Renewals Team to ensure renewal of annual recurring revenue, and identify and support growth across an assigned portfolio of clients
  • Capture Impact Stories to document Customer Use Cases and associated business impact and ROI
  • Manage to Client Health objectives and lead execution against all supporting activities including NPS capture and response and Calls to Action to restore Client Health
  • Partner with the Customer Success Enablement team and with Engagement Managers to support On-boarding activities and on-going Customer Education
  • Provide feedback to the Product Team to help improve platform offerings
  • Continually create or refine processes and internal documentation
  • Support all pillars of the Customer Success function as needed
Skills & Requirements

  • Bachelor’s or Master’s Degree (preferred) with 3+ years relevant experience
  • CPG, Consumer Electronics, Apparel, and/or Retail industry knowledge
  • Desired experience in Customer Success under a tech-touch / automated solutions model or related role
  • Experience as a power user of Microsoft Excel and related customer relationship management tools like Salesforce.com and Gainsight
  • Proven analytic skills: conceptualizing, analyzing, deriving insights from data, and designing an execution plan to achieve success on our platform
  • Proficient with multi-tasking, prioritizing, and working with colleagues across a wide portfolio of accounts
  • Skilled at leveraging internal data and resources to develop process to drive efficiency
  • Skilled at developing relationships with clients to become a trusted and value-added business partner
  • Excellent oral and written communication skills
  • Strong presentation skills, particularly with customers or prospects present

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.