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Senior Customer Success Manager

Skopenow

Skopenow

Customer Service, Sales & Business Development
Posted on Friday, September 15, 2023

Job Title: Senior Customer Success Manager

Location: New York City (In-office, 5 days per week required)

Base Salary Range: 125-150k

About Skopenow:

Skopenow is an analytical open source search engine for discovering fraud and evaluating risk. Our integrative platform identifies, collects, and analyzes public information on people and businesses by scouring millions of sources and data points.

Job Summary:

Skopenow is seeking a highly motivated and experienced Senior Customer Success Manager to join our dynamic team in New York City. As a Senior Customer Success Manager, you will be responsible for fostering strong relationships with our clients, driving customer renewals, identifying upsell opportunities, providing top-notch training, conducting quarterly business reviews, and serving as a valuable liaison between our clients and internal teams for product improvement. The successful candidate will manage a book of business comprising 50-75 key accounts, contributing to revenue generation of 1-2 million dollars.

Key Responsibilities:

  1. Customer Relationship Management: Build and maintain strong, long-lasting relationships with clients by understanding their unique needs, challenges, and objectives. Serve as the primary point of contact for all customer-related inquiries.
  2. Customer Renewals and Upsells: Collaborate with clients to ensure the successful renewal of contracts and identify potential upsell opportunities based on their evolving business requirements.
  3. Training and Onboarding: Conduct personalized training sessions to ensure clients fully understand and effectively utilize Skopenow's platform, maximizing the value they derive from our solution.
  4. Quarterly Business Reviews (QBRs): Organize and lead strategic QBRs with key clients to review performance metrics, address concerns, and explore opportunities for further collaboration and growth.
  5. Product Feedback and Improvement: Proactively gather client feedback, feature requests, and pain points to communicate valuable insights to internal teams, guiding product development and enhancement efforts.
  6. Leadership by Example: Demonstrate a "hungry" and "gritty" approach in delivering exceptional customer success, motivating and inspiring the broader customer success team.
  7. Account Management: Effectively manage a portfolio of 50-75 strategic accounts, ensuring customer satisfaction, retention, and growth.
  8. Software Demonstrations: Showcase an exceptional proficiency in conducting software demonstrations, effectively highlighting Skopenow's capabilities and benefits to potential clients.

Requirements:

  1. Bachelor's degree in Business, Marketing, or a related field.
  2. Proven track record of 5+ years in a Customer Success or Account Management role within a SaaS company.
  3. Extensive experience with conducting software demos and showcasing technical products to clients.
  4. Exceptional leadership skills with the ability to lead by example, inspire the team, and foster a culture of excellence.
  5. Strong business acumen and the ability to understand complex customer needs, strategize solutions, and drive successful outcomes.
  6. Excellent communication and presentation skills, both verbal and written.
  7. Demonstrated experience managing a book of business with revenue responsibility of 1-2 million dollars.
  8. Analytical mindset with a focus on data-driven decision-making.
  9. Proactive, result-oriented, and capable of working in a fast-paced, dynamic environment.
  10. Hands on experience using Salesforce and Churnzero (or comparable CS tool)

Skopenow offers a competitive salary package, including benefits and performance-based incentives. If you are passionate about driving customer success and thrive in a collaborative, fast-paced environment, we would love to hear from you.

Skopenow is a fast-growing, close knit team that is looking for someone like you to join us as we scale. We are committed to building a diverse and inclusive equal opportunity workplace that everyone can call home. More about us here: http://bit.ly/2w0nlf1