Customer Success Manager (Strategic)

Exterro is hiring a Customer Success Manager to join our fast-growing software company. This role requires someone who can develop an advanced understanding of our customer base to lead business conversations that will directly impact the retention and expansion of our existing accounts.

The relationship with your customer base is as a trusted advisor and should move beyond reaction and towards proactively engaging clients around high-level litigation/process strategy; move beyond customer retention and emphasize expansion opportunity.

What You’ll Be Doing:

Comfortable under pressure and adept at creative problem solving, Exterro’s CSM’s work proactively to set and maintain expectations and serve as the customer voice internally.  

• Serve as the primary point of contact for mid-market and enterprise customers after implementation. Assume overall customer adoption responsibility and escalation management role
• Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value
• Manage the renewal process by navigating complex commercial terms and leading to on-time renewals
• Partner with internal stakeholders to align account activities with the customer's business case and strategy
• Keep up to date with most recent changes/updates in the system and be able to demo these capabilities to prepare and educate customers and internal stakeholders on new features and releases
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
• Conduct periodic customer business reviews and deliver/maintain/execute against success plans 
• Accurately forecast renewal revenue for current and future quarters
• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product
• Identify customer pain points and work with Solutions Consultant and Product Team to address

What We Need:

A team player who is technically proficient and has the patience and passion to guide customers and stakeholders through all the capabilities of our products and solutions. You should have excellent written communication skills (including listening, comprehension, & writing) and the ability to manage multiple customer projects simultaneously. It’s essential that you can embrace the importance of teamwork, collaborate with a variety of people in a diverse environment and be adaptable to changing work requirements.

• Bachelor’s degree or equivalent experience
• 2-4+ years of experience managing an assigned group of accounts
• Positive customer-centric attitude
• Proficiency in Google Suite products (Gmail, Google Chat, Sheets, Docs, etc.)
• Ability to identify and resolve unique problems and navigate between details and strategic solutions
• Experience in a SaaS environment
• Knowledge of Salesforce
• High degree of professional integrity
• Ability to travel up to 25% of the time

What Would Be Nice:

• Background in eDiscovery, Privacy, and/or Data Risk Management
• Experience with Gainsight

Exterro participates in E-Verify and is a drug-free workplace. All employment offers are contingent upon the successful passing of a background check.

We believe in the importance of pay transparency and strive to create a fair and equitable workplace for all employees. As a remote first organization, our compensation reflects the cost of labor across several US geographic markets. The salary range for this remote position is $80,000-$100,000 per year, based on skills, experience and qualifications. The actual offer will be based on the individual candidate. Exterro is a total compensation company, and this role may be eligible for variable pay, equity, bonus and/or other forms of compensation as part of the package. In addition, we offer a comprehensive benefits package that includes health insurance, retirement plans, flexible paid time off and more.

Candidates are encouraged to discuss their salary expectations during the interview process. We are committed to ensuring that compensation aligns with market standards and is commensurate with the responsibilities of the role.