Customer Success Manager

Job Purpose:

The Customer Success team at Securin is critical to our long-term growth and financial success.  Our Customer Success managers are responsible for developing and maintaining excellent relationships with assigned clients to increase customer satisfaction, retention, reference ability, and revenue renewal/expansion. 

If you are passionate about unlocking use-cases, nurturing growth opportunities, helping customers manage change and collaborating across our various teams and consulting on strategies to increase their impact and value then you just may be the Customer Success Manager we are looking for.  

Key Responsibilities:

1. Customer Onboarding and adoption
   1. Lead the onboarding of new clients to ensure a smooth transition onto our platform. 
   2. Educate clients on our products' features, benefits, and functionalities to help drive adoption.
   3. Develop and customize the onboarding plans based on the client’s needs and holding customers accountable to Success Plans
2. Relationship Management:
   1. Serve as the primary point of contact for assigned clients, multi-threading with key stakeholders and building strong relationships based on trust and transparency.
   2. Conduct regular check-ins to assess client satisfaction, gather feedback (including regular surveys, NPS, and ad-hoc check-ins)and address concerns.
   3. Oversee and deliver quarterly or yearly business reviews that align with customers' overall security posture goals. 
   4. Collaborate with cross-functional teams, including sales, product development, and support, to advocate for client needs and drive product enhancements.
3. Retention and Renewals:
   1. Proactively monitor client usage and engagement metrics to identify opportunities for upselling and expansion.
   2. Develop strategies to maximize client retention and minimize churn rates.
   3. Lead renewal discussions, clearly communicate the value and ROI to decision-makers and negotiate terms and agreements to ensure continued partnership.
4. Customer Advocacy:
   1. Champion the voice of the customer internally, providing insights and feedback to inform product roadmap decisions.
   2. Act as a trusted advisor to clients, offering strategic guidance and best practices to maximize the value of our solutions.
   3. Encourage customer advocacy through case studies, testimonials, and referrals.
5. Training and Support:
   1. Coordinate training sessions and workshops to empower clients to utilize our products effectively.
   2. Provide on