Job Details

Description

SUMMARY

The Customer Success Manager - Mid Market is responsible for the performance, growth, and retention of accounts within their assigned vertical. The CSM is the primary relationship owner with the clients and drives success through a consultative and strategic approach to partnership.

PRIMARY RESPONSIBILITIES

• Proactively translate specific needs/business objectives of accounts into actionable and strategic account plans that drive realization of value for the customer.
• Develop trusted relationships with customers to consultatively recommend new products and services resulting in upsell.
• Analyze benchmarks, trends, and outliers within customer data. Work with Strategy teams to provide insights and recommendations to the customer based on findings. 
• Establish and maintain a high degree of recognition and influence with senior-level customer contacts.
• Advanced knowledge of marketing strategies, competitive landscape, and points of differentiation. 
• Attend in-person customer meetings and/or industry conferences as needed; up to 25% of the time.
• Meet and exceed quarterly revenue targets. 
• Collaborate with a variety of internal and external stakeholders to ensure customer satisfaction. 
• Resolve customer issues that arise with good judgment and decision making; escalate as necessary through appropriate channels.
• Maintain accurate customer details in CRM (Salesforce.com) as required by management.

QUALIFICATIONS

Required:

• 2-5 years combined experience in Customer Success or other revenue driving customer-facing role required, ideally in software.
• 2+ years experience generating, qualifying, accelerating, negotiating, and closing up-sell/cross-sell.
• Bachelors or Masters degree preferred.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Proven record of managing customer expectations and customer challenges
• Prior experience leading and managing virtual teams including sales, product, customer care and marketing
• Proven ability to manage complex, high-touch customers. 
• Strong Executive presence with demonstrated ability to command customer engagement at all levels within a cross matrixed organization.
• Proven history of understanding competitive landscapes
• Experience managing customer expectations, objections and complaints.
• Experience with CRM systems, Salesforce preferred.
• Excellent time management and organizational skills.
• Excellent written, verbal and interpersonal communication skills. 
• Highly self-motivated, positive, adaptable, creative, and deals well with ambiguity.
• Technically savvy with Microsoft Office Suite and Google Workspace.
• Any certifications with Real Estate associations such as NARPM or CAI is highly desired.
• Industry meetings with industry associations and trade shows may be required. (these may occur on evenings and weekends).
• Self-motivated, hard-working, detail-oriented individual with punctual follow-up with clients on daily activities.
• This individual needs to be a self-starter that is motivated by resolving client issues and selling solutions in order to collect commission income.

Qualifications