Customer Success Manager

Job OvervieW

Surcle Customer Success team engages our corporate customers to drive Surcle adoption and demonstrate ongoing value. This critical function is responsible for on-boarding new customers by engaging executive teams in the launch, driving ongoing adoption, and managing renewals. It works with the rest of the Surcle organization to uncover new ways to make Surcle a part of everyday life and to improve our product.

What You'll Do

  • Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
  • Enable successful roll-out of Surcle to customer employees, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person
  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
  • Identify opportunities for customers to act as Surcle advocates (e.g. testimonials, case studies)
  • Collaborate closely with Business Development to support pilot customers, renewals, and expansion opportunities
  • Marshall resources across the Surcle team as needed to support customers’ needs
  • Represent the voice of the customer to inform our sales process and product road map

What We're Looking For

  • 3+ years in a Customer Success, Relationship Management, Account Management, or similar role
  • Experience working with large enterprise customers
  • Exceptional communication skills, highly organized, collaborative and detail oriented
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
  • Empathetic, positive attitude with a desire to help our customers reach their goals
  • Skills
  • Results-driven mentality, with a bias for speed and action
  • Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred
  • Strong PowerPoint/Keynote skills. Experience with Adobe InDesign or Illustrator preferred but not required
  • Comfort in a startup environment we move quickly and wear many hats in a dynamic environment

qualification

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