Role Overview:
We are seeking a dedicated Customer Success Manager to join our team. This role involves managing and optimizing the customer experience through a customer-centric approach, ensuring retention, expansion, and overall satisfaction.
Responsibilities:
· Provide an exceptional customer experience by adopting a customer-first mindset.
· Take ownership of all facets of customer relationships, including retention, expansion, and satisfaction (evaluated through NPS and CSAT).
· Oversee the renewal process and identify new scientific business opportunities that align with customer goals and vision, with support from the scientific team as needed.
· Develop and implement customer success metrics focused on adoption, expansion, and retention.
· Conduct Quarterly Business Reviews (QBRs) and presentations to accelerate time-to-value.
· Engage proactively with existing customers to ensure ongoing adoption and satisfaction.
· Manage the customer onboarding process, including the design and execution of tailored customer success plans.
· Build strong relationships with customers to understand their needs and maximize value.
· Capture and analyze customer feedback to address issues promptly.
· Collaborate with internal teams such as sales, delivery engineers, and Product to use customer feedback for guiding success strategies.
· Partner with the Product team to advocate for customer feedback and influence the product roadmap.
· Monitor key success metrics including NPS, CSAT, and Success Plan objectives, providing regular status updates and reviews.
· Utilize data insights to track progress, performance, and priorities.
Qualifications:
· Proven experience in a customer success role within a cloud data environment.
· Strong customer-centric mindset with meticulous attention to detail.
· Excellent communication skills to coordinate effectively with sales, marketing, and engineering teams.
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