Customer Success Manager - SMB & Mid-Tier Accounts

April 8

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Quadient

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Quadient is a leader in providing award-winning digital and physical communication solutions to power secure and sustainable business connections. They offer platforms that support digital transformation and help organizations create meaningful customer experiences by leveraging automation and creating personalized, compliant omnichannel interactions. Quadient is passionate about creating connections that matter between businesses, their data, and customers, supporting companies of all sizes in their growth journey. Their innovative solutions, including digital tools, mail handling, and contactless parcel lockers, are designed to enhance efficiency and customer experiences.

Mail-Related Solutions • Folder inserters • Print Service Provider • Customer Experience Management • Customer Communications Management

5001 - 10000 employees

Founded 1983

🤝 B2B

🏢 Enterprise

☁️ SaaS

💰 Post-IPO Debt on 2021-11

📋 Description

• As a key member of the Customer Success team, drive revenue growth and customer strategy. • Focus on ensuring customers successfully adopt our products, leading to engagement, retention, and reduced churn. • Create and manage adoption programs, enabling the team to focus on core KPIs. • Responsibilities include managing adoption, expansion, and renewals, increasing product usage and satisfaction. • Monitor customer health, conduct business reviews, define long-term customer journeys, and focus on upselling digital solutions and securing renewals. • Maximize Customer Value: Ensure customers leverage product capabilities, increasing satisfaction and engagement. • Evaluate forecasted growth by program, ensuring adoption contributes to engagement, driving product usage, and improving retention. • Collaborate with cross-functional teams to enhance customer experiences and outcomes. • Identify and mitigate churn risks proactively.

🎯 Requirements

• Minimum of 5 + years in customer success or similar role, with a strong focus on mid-to-enterprise level accounts. • Proven track record of managing senior leader relationships and driving account growth. • Demonstrated success in developing and executing customer engagement strategies. • Advanced negotiation and stakeholder management skills. • Deep industry knowledge and the ability to apply it to customer strategies. • Strong strategic planning and data-driven decision-making abilities. • Excellent communication and interpersonal skills. • Bachelor’s degree in business, or a related field. • Proven ability to work in a fast-paced, dynamic environment. • Strong analytical and problem-solving skills. • Proven Customer Success adoption and retention strategies is required. • Strong experience in the financial technology industry and payments experience are a plus.

🏖️ Benefits

• Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle. • Endless Learning: Access global opportunities for growth through our 24/7 online learning platform. • Inclusive Community: Join diverse communities and engage in our Philanthropy program. • Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme. • Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.