Customer Success Manager

Advantive • Tampa, FL • 1d ago

Our Customer Success Manager is responsible for developing strong relationships with customers by serving as a trusted advisor and advocate. You will proactively engage with our customers to ensure they realize value from our products and solutions, leading to both revenue retention and new revenue opportunities. You will also liaise between our customers and cross-functional internal teams, ensuring the timely and successful delivery of our solutions according to customer needs and improving the entire customer experience. Our ideal candidate is able to identify needs, communicate effectively, and ultimately exceed client expectations.

Responsibilities

Candidates are expected to work U.S. Pacific Time (PT) hours

Develop trusted advisor relationships with assigned customers, advocating on their behalf with internal functional partners as needed

Drive product adoption and usage of our software products and solutions to retain and grow revenue

Craft effective strategies for customer retention and negotiate and secure renewal agreements and cross-sell contracts

Create and deliver customer business reviews and prepare reports on account status as needed

Forecast and track key account metrics (e.g. quarterly retention and growth results and annual forecasts) and clearly communicate progress to internal stakeholders

Manage customer relationships and escalations, including high severity requests, with a focus on solving business problems and creating value through our software solutions

Drive a seamless customer experience by working cross-functionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutions

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Work Ethic - operate in a fast-paced environment with a focus on achieving results

Engaging Presence - quickly establish rapport and build relationships with partners and communicate successfully with clients

Teamwork - work cross-functionally to achieve team and individual goals

Communication - communicate effectively with customers and internal cross-functional partners, creating promoters at every touch point

Qualifications

Bachelor's Degree, preferably in business or related field

At least one year of experience in a customer success or account management role, preferably within a software or technology company

Experience improving customer experience and driving increased customer retention and growth

Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive

High level of agility and ability to manage change

Ability to work proactively and constructively in a fast-paced, collaborative, matrixed team environment

Ability to travel up to 20%

Location: Tampa, FL

In office requirement: 3 days a week

While we offer flexibility, this role includes an expectation of being onsite three days a week in our Tampa office to support team alignment and cross-functional collaboration.

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