FreshRemote.Work

Customer Success Manager

United States - Remote

We are seeking a dynamic and experienced Customer Success Manager to join our team! The ideal candidate will possess a proven track record in enabling successful customers with technology solutions, expertise in customer retention, and relationship management. This role offers an exciting opportunity to work closely with our clients, ensuring their success, satisfaction, and growth with Wowza products and services.

Local Denver area candidates strongly preferred.

Responsibilities:

Customer and Revenue Retention:

· Proactively manage account territory day to day with a focused effort throughout renewal window to retain existing recurring revenue

· Accurately forecast revenue retention monthly while maintaining updated reporting to allow for predictable outcomes

· Proactively monitor and analyze client usage data to identify trends that require action.

· Develop strategies and initiatives to increase client engagement and maximize revenue retention.

Relationship Management:

· Work with a large group of accounts, as needed proactively or reactively, and prioritize daily tasks to mitigate customer impacting issues and maximize retention and growth opportunities

· Build and maintain strong, long-lasting relationships with key stakeholders within client organizations.

· Serve as the primary point of contact for client inquiries, issues, and escalations, ensuring timely and effective resolution.

· Conduct regular check-ins and business reviews with clients to gather feedback, address concerns, and identify opportunities for additional value delivery.

· Identify at-risk accounts and implement action plans to solve issues and prevent churn

Platform Adoption:

· Partner with customers to ensure they are leveraging the full capabilities of the Wowza platform effectively

· Lead the onboarding process for new clients, ensuring a smooth transition and successful adoption of our SaaS platform.

· Collaborate with the sales team during the pre-sales process to understand client needs and expectations and develop customized onboarding plans accordingly.

· Identify opportunities for customers to adopt additional Wowza product and services based on needs and usage patterns.

 

Customer Advocacy and Communication:

· Act as a trusted advisor to clients, providing guidance and best practices to help them achieve their business objectives.

· Advocate for client needs and priorities internally, ensuring alignment with product development and service delivery efforts.

· Effectively communicate; internally and externally and notable items that may impact the customer relationship.

 

Who you are:

· Proven experience in customer success or account management within the SaaS industry. 2+ years experience in a Customer Success or Account Management role with SMB or Enterprise accounts.

· Exhibit …

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