Senior Customer Success Manager

Senior Customer Success Manager – RDR/BMI

 

As a trusted partner, a senior customer success manager (“senior CSM”) will expertly blend relationship management, training and education with in-depth functional and product knowledge in order to foster client loyalty and expansion within their assigned territory. Their mission is to act as a catalyst to product adoption, ensure customer retention and identify and stimulate growth opportunities amongst their client base. By driving an enhanced customer experience and focusing on adoption, the senior CSM will support successful renewals and upsell growth potential. The senior CSM also serves as a change agent on the team to spearhead initiatives aimed to upskill the whole team and support cross-functional projects across the company as needed. Finally, the senior CSM will also mentor and coach junior customer success managers and collaborate with other teams to provide feedback and insights from the customer perspective.

 

Work throughout the customer lifecycle to:

Onboarding:

• Understand value expectations and use case working to nurture a relationship with customer to build confidence and trust
• Assess the risk, opportunity and strategic value of the new account and determine level of touch

 - High touch: strategic kickoff + success planning session + onsite training

 - Mid touch: live demo + user guides

 - Low touch: email + recorded demo

• Triage inbound requests.

Activation

• Monitor adoption and usage, client sentiment, stakeholder changes, service cases and other account health factors
• Deeper understanding of the clients, their organization, their workflow and their use cases of Fitch products
• Increase the speed and quality of CSM-generated leads
• Monitor and respond to inbound service requests via various email alias
• As directed by AMs, perform contract mapping, pull usage report and fulfill other tasks
• Organize analyst meeting calls
• Re-assess the risk, opportunity and strategic value of the accounts in the BoB and determine priorities
• Create an engagement plan based off the assessment to action on the risk and/or opportunities identified
• Report on the impact of engagement plan on account health
• Strategically match analysts with clients based on the best fit for the client's needs and the analyst's strengths, ensuring a more impactful interaction

 

Retention

• Review upcoming renewals (90 days out) with AMs and provide input on account health
• Conduct value-based conversations with clients ahead of renewal and gauge value realization/status of success plan
• Assess churn risk and upsell/x-sell opportunities and provide recommendations to the account team
• Act as the voice of the customer by collecting and analysing customer feedback
• Conduct regular business reviews and strategic planning sessions with customers to demonstrate value and ROI
• Increase retention rate and decrease flat renewals
• Customers who see their feedback taken seriously and implemented are more likely to feel valued and stay with the company, reducing churn rate
• Deeper understanding of accounts and workflows to drive continuous product and service improvement
•  Establish comprehensive understanding of the client's operations, workflows, and team structures

 

Expansion

• Discover upsell/x-sell opportunities through client interactions and conduct preliminary qualification of leads
• Develop relationships with senior stakeholders/key influencers
• Drive market advocacy and referrals from existing clients
• Stay updated on industry trends, competitive landscape, and market opportunities

 

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