Customer Success Manager

he Role: 

Our Customer Success team is looking for a Customer Success Manager (CSM) to join the team. Our CSMs are our customer’s main point of contact for all things Knak and campaign creation best practices. They will ensure our customers’ success post-implementation by meeting with customers on a regular basis and working with our key contacts to push for a global campaign creation transformation to unlock the full potential and value of Knak. The CSMs will be product and campaign creation process experts. They will be responsible for renewing, upgrading, and cross-selling accounts as well as generating Customer Success Qualified leads for an Account Management team to manage. The CSM will be the customer's trusted advisor and partner, they should be considered an extension of the customer’s team. 

Your Responsibilities:

• Build deep relationships with our customers and ensure overall positive customer sentiment
• Understand customer’s current state, goals, and their desired value outcomes and identify gaps required to get to their desired outcomes
• Build a success plan to achieve the desired outcome
• Measure the client’s results and progress with the metrics that are important to the customer
• Create and maintain account plans to map each customer from organization structure,  business information, process maps, and more
• Proactively recommend solutions that address client needs
• Provide customers with focused training, education and best practices
• Identify high value at-risk customers and lead execution of recovery plans to address the issue
• Be the voice of the customer internally and drive continuous product improvements from customer feedback
• Encourage deeper product adoption and ensure clients recognize value from Knak
• Identify and action opportunities for growth
• Help actively manage and improve the customer experience/journey

What You Should Have:

• 3+ years of experience in Customer Success/Service
• Comfortable working in a fast-paced, constantly evolving tech environment and the ability to managing competing priorities that stems from that
• Tech-savvy and excited by learning and teaching new technologies
• Strong business acumen with critical thinking skills that apply best practices around various areas: marketing campaigns, campaign designs, process, ROI, data analysis, etc.
• Analytical thinking to derive insights from various sets of data
• Ability to leverage data to identify trends and uncover insights
• Ability to build relationships with senior executives that have decision-making responsibilities and to partner with executives and other leadership levels of the customers’ teams
• Strong communication skills to deliver in-person (and digital) presentations, networking at conferences and trade shows, along with various other forms of communication in writing
• Commercially driven to see accounts grow and expand throughout a customer’s organization
• Measured on: GRR, NRR, CSQLs, NPS, and Account Health Score

Nice to haves:

• Email or Landing Page experience (Marketing, WYSIWYG editors or HTML/CSS)
• Experience with SFDC, Gainsight, Intercom, Tableau, Sequel DB or Marketo
• Experience in a start-up SaaS/Tech environment