Customer Success Manager

Tysons, VA

Full-Time

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JOB OVERVIEW:
SalesIntel is the top revenue intelligence platform on the market. The right candidate will work with our customers ensuring adoption and usage as a Customer Success Manager. You should be an excellent communicator that relishes daily customer interaction via conversations, strategy sessions, and training. Responsibilities include but are not limited to managing the customer life cycle that includes onboarding, at risk management, continued education and engagement as well as renewal. You’ve got to be customer-focused, organized, and have the ability to multitask in our fast-paced environment.

What you’ll do:

  • Effectively distill and deliver the SalesIntel’s value proposition, articulate SalesIntel’s products, integrations, and features over the phone to existing users.
  • Drive product adoption and build return on investment cases for customer retention.
    • Identify expansion opportunities for SalesIntel and execute on up-sell opportunities of product and services.
    • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
  • Develop a trusted advisor relationship with our user base to drive product adoption and ensure they leverage the solution to achieve full business value.
    • Manage the success criteria delivered by the decision maker on the kick-off call and subsequent executive business reviews thereafter.
    • Work jointly with customers to devise programs, measurement criteria, report mechanisms, and manage the execution of such programs/processes.
    • Create presentations on lifecycle, milestones, and challenges identified for executive business reviews.
    • Maintain a feedback loop for driving continual improvement.
    • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs.
  • Responsible for onboarding and full customer lifecycle education ensuring customers areaware of and educated on new features and releases.
    • Provision new accounts and users to use the SalesIntel platform.
    • Execute launch plan to get all users trained and customized.
  • Respond to customer questions, collect feedback and solve or escalate issues.
  • Act as the liaison between customers and internal teams (Product, Customer Success, Sales and Marketing) to prioritize issues, feedback, and identify how we can constantly improve our product and customer experience.
  • Drive product adoption and build return on investment cases for customer retention.
    • Identify expansion opportunities for SalesIntel and execute on up-sell opportunities of product and services.
    • Department mapping and cultivating of relationships in order to identify new segments within the account.
    • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
  • Own and drive Customer onboarding, product adoption, and product usage KPIs.
  • Nurture and create champions and evangelists for case studies, referrals, and testimonials.


REQUIRED SKILLS & QUALIFICATIONS:

  • 5+ years of work experience as a customer success manager responsible for retention efforts.
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Passion for technology and for being a part of a fast-growing SaaS company.
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services).
  • Excellent written and verbal communication skills in English.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of knowledge, skill and/or ability required.

REPORTING: This position will report to the VP of Customer Success & Account Manager or assigned Manager within the Department.

EMPLOYMENT TYPE: Full-Time

LOCATION: Tysons Corner Virginia

In-Office Requirement: 3 Days per week

WHO WE ARE:
SalesIntel is an agentic pipeline generation platform that helps go-to-market teams focus on accounts that are ready to buy and the buyers who matter most. We turn buying signals into actionable insights that drive revenue.
Learn more at www.salesintel.io

WHAT WE OFFER:
A fast-growing, diverse, global work environment with opportunities for ownership and impact. Benefits include paid holidays and leaves, performance bonuses, medical coverage, and company-paid training programs.
SalesIntel is an Equal Opportunity Employer.