Customer Success Manager

Datasite is where deals are made. We provide the data rooms and SaaS technology used in M&A and other high-value transactions, to deliver projects in more than 170 countries. Carrying that success into the future is all about you. Your useful skills, your unusual experience, your unique ideas. Everyone here brings something unexpected. What’s yours? Invest your talents in us, and we’ll return the compliment.

Job Description:

The Customer Success Manager owns the operational, commercial, and strategic responsibility for a portfolio of high value customer accounts. This position is responsible for increasing the value of each account by driving a consistent increase in product feature adoption, product usage and product expansion.  

The Customer Success Manager is responsible for ensuring complete customer satisfaction by ensuring they have immediate access and resolution to questions and concerns during their interactions.  

This position works directly with the designated account and internal departments to create, develop, implement, manage, and evaluate customer-centric processes to achieve Datasite’s and its customers strategic goals and objectives.

Preference for this position is Minneapolis, MN area however we are open to US remote.

Accountabilities:

• Build and maintain effective long-term relationships and a high level of satisfaction with key executive-level decision makers and influencers at multiple assigned customer accounts.
• Lead the strategic direction/planning for new accounts.
• Evaluate and influence recommendations for assigned key account’s business processes and provide recommendations for solutions and enhancements that generate efficiency, revenue, and scalability in projects.
• Drive adoption of expansion opportunities within assigned accounts and their community through communications and other activities as needed, collaborating with sales, support services and product groups.
• Prepare and deliver performance related presentations and presentations geared towards increasing value of the account.
• Monitor performance against forecast and ensure forecast targets are met.

Customer Relationships/Governance

• Broaden network of contacts within key global accounts by function and level of seniority
• Form productive relationships with all stakeholders, team members and cross-functional support groups to advance company and customer specific needs.
• Act as liaison for internal and external communications with assigned accounts; manage ongoing conference calls and ensure a positive relationship with assigned accounts.
• Provide regular status reports and manage task lists on assigned accounts progress for all internal functions.
• Ensure that contractual commitments are aligned with achievement of results while ensuring that escalation of problems are appropriately sourced internally.
• Manage required customer satisfaction levels within assigned accounts by demonstrating a customer centric approach and adhering …