Customer Success Manager - Pinnacle

Exterro is hiring a Customer Success Manager to join our fast-growing software company. This role requires someone who can develop an advanced understanding of our customer base to lead business conversations that will directly impact the retention and expansion of our existing accounts.

The relationship with your customer base is as a trusted advisor, and should move beyond reaction and towards proactively engaging clients around high-level litigation/process strategy; move beyond customer retention and emphasize expansion opportunity. 

Responsibilities:

Comfortable under pressure and adept at creative problem solving, Exterro’s Pinnacle CSM’s work proactively to set and maintain expectations and serve as the customer voice internally.

• Serve as the primary point of contact for our largest, most complex enterprise customers after implementation. Assume overall customer adoption responsibility and escalation management role

• Partner with the Account Manager to manage the renewal process by navigating complex commercial terms and leading to on-time renewals

• Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value

• Collaborator and leader in helping CS leadership make adjustments and improve customer engagement resources and how we engage customers to drive health, adoption and growth

• Report back to CS leadership and the business clearly identifying risks and opportunity

• Partner with internal stakeholders to align account activities with the customer's business case and strategy

• Keep up to date with most recent changes/updates in the system and be able to demo these capabilities to prepare and educate customers and internal stakeholders on new features and releases

• Own development, maintenance and evolution of key customer facing resources leveraged by greater CSM team to execute on Business Reviews and strategic customer engagements

• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs

• Conduct quarterly and/or bi-annual customer business reviews and deliver/maintain/execute against success plans 

• Identify renewal risks and collaborate with Solutions Consultant, Account Executive(s), Contracts Manager and CS Leadership to remediate and ensure a successful renewal

• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product

• Identify customer pain points and work with Solutions Consultant and Product Team to address

Requirements:

A team player who is technically proficient and has the patience and passion to guide customers and stakeholders through all the capabilities of our products and solutions. You should have excellent written communication skills (including listening, comprehension, & writing) and the ability to manage multiple customer projects simultaneously. It’s essential that you can embrace the importance of teamwork, collaborate with a variety of people in a diverse environment and be adaptable to changing work requirements.

• Bachelor’s degree or equivalent experience

• 3-5+ years of experience managing an assigned group of enterprise accounts

• Positive customer-centric attitude

• Proficiency in Google Suite products (Gmail, Google Chat, Sheets, Docs, etc.)

• Ability to identify and resolve unique problems and navigate between details and strategic solutions

• High degree of professional integrity

• Experience in a SaaS environment

• Knowledge of Salesforce

• Ability to travel up to 25% of the time

What would be nice:

• Background i