Customer Success Manager, Mid Market

August 14

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Articulate

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Maker of the world’s most popular platform for online training, Articulate 360. Trusted by 120,000+ orgs worldwide.

e-Learning Authoring Tools • e-Learning • Screen Recordings • Online Learning Management • e-Learning Software

201 - 500

💰 $1.5G Series A on 2021-06

Description

• Effectively manage a book of our mid-market customers • Ensure a seamless customer experience throughout the entire life cycle - from onboarding through engagement and renewal • Proactively drive customer adoption and mitigate retention risk • Manage the renewal process by navigating complex commercial terms, leading to on-time renewals that maximize net revenue retention • Increase customer retention by conducting effective check-ins, kick-off calls, and business reviews • Accurately forecast renewal revenue for current and future quarters • Meet key performance indicators around customer touch points, churn, customer satisfaction, renewal, and account expansion • Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support • Lead with a customer mindset and connect their key business pains to specific product benefits and value propositions • Be the voice of the customer internally to share product feedback and resolve customer challenges • Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and relationship building • Participate in all enrichment and enablement activities as assigned • Participate in special projects and additional responsibilities as needed

Requirements

• 5+ years experience working in a customer-facing account management, sales or customer success role • A strong understanding of customer success • Experience managing a book of 100+ customer accounts • Experience directly managing renewals, driving renewal strategy, and handling customer negotiations • A customer-centric mindset and the ability to continuously connect customer’s business pains to specific product benefits and value propositions • Experience creating and upleveling strategic relationships with key stakeholders • Ability to prioritize a large but strategic book • Excellent critical-thinking skills • High commercial acumen and strong discovery skills • Resiliency, adaptability, and experience thriving in a fast-paced environment • Ability to work independently, with a high sense of self-accountability and as part of a collaborative team • Excellent verbal, written communication and presentation skills • 2+ years experience in SaaS • 2+ years experience using Salesforce