Manager, Customer Success

June 7

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Cision

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PR Software • Social Media Software • Global Insights • GR & PAC Software

1001 - 5000

Description

• Customer Success at Cision is all about helping our customers achieve their desired outcomes. • Reporting to the Senior Manager, Client Success the manager leads, coordinates, and manages the daily operations of a Client Success team (8 employees) to ensure the efficient and effective delivery of client services.

Requirements

• Achievement of team’s KPIs: ensures the attainment of a minimum gross retention rate (GRR) and Net Promoter Score (NPS), the successful completion of SuccessCOACHING certification for the team and monitoring the progression of client success plans development. • Churn/Retention Analysis: ability to deliver key actionable items from analyzing churned and renewed accounts. • Client Advocacy: Help CSMs identify client advocates for case studies and testimonials, coaches CSMs on how to foster long-term client relationships • Education: Bachelor’s degree and/or 5+ years CSM experience • Team Growth: foster a continuous improvement culture within the team with a focus on career progression. • Technology Prerequisites: experience using CRMs, customer success platforms, meeting recording and scheduling applications, data analysis and presentation-building tools • Work Experience: customer success management, SaaS, customer service, public relations/communications, education • Technology: Salesforce, ChurnZero, Jiminny, Calendly, 0365 Suite • Education: public relations & communications background