Description
We're looking for a Scaled Customer Success Manager to join our team. As a key member of our Commercial Customer Success department, you will be responsible for managing a large portfolio of accounts and working with the commercial team to create a cohesive renewal experience for customers.
Your primary goal will be to maintain and report an accurate rolling 90-day forecast of renewals and accurately forecast renewal pricing, timing, and risks. You will actively engage with key decision-makers to identify customer requirements, agree on contract terms, and uncover roadblocks to ensure on-time commitments.
You will also work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups. You will contribute to the creation of scaled CS playbooks and email sequences to drive user activation.
In addition, you will follow the scaled CS practices and strategy for each customer based on data analysis and the customer's needs. You will leverage tools and technology to deliver value and increase adoption of multiple accounts at once through 1:many programs.
You will use data to identify risk or opportunity and segment a large book of business. You will prepare proposals, including renewal rate calculations, verify contracts, review terms and conditions.
You will represent the voice of the customer and influence the product development roadmap. You will work closely with Finance and Legal teams to ensure all contracts are accurate.
This is a hybrid role that requires you to be willing to come in the office in NYC or Austin, TX.