Customer Success Manager - Commercial
$70,000–$80,000 year
RemoteCalifornia, United States or Arizona, United States
Job Summary
Manage post-sales activity for SMB/MM customers by meeting with clients to establish strong relationships, solve problems via scalable channels, and drive product adoption. Collaborate cross-functionally to mitigate churn risks, negotiate renewal contracts, and identify upsell opportunities using analytical tools. Maintain an accurate rolling annual forecast of renewals and communicate growth risks to internal teams while executing end-to-end programs focused on retention and expansion. This role reports to the Senior Manager of Commercial Account Management and requires managing a high-volume book of business with 100+ customers. Candidates must demonstrate strong prioritization, data-driven engagement strategies, and the ability to iterate on playbooks to maximize customer growth.
Required Qualifications
- 3-5 years of Enterprise experience in SaaS renewals, account management, customer success, and sales
- Experience with a high volume Book of Business (100+ customers)
- Proven skill with juggling multiple renewals in a given quarter while maintaining strong attention to detail
- Ability to communicate, present to, and influence key stakeholders at all levels of the customers' organization, including executive and C-level
- Lifecycle marketing, driving engagement and product adoption driving idea customer behavior via scaled engagements
- Proven track record implementing programmatic solutions and automation
- Ability to listen to the customer and translate their business needs into a personalized consultation
- Significant level of comfort interacting with a high volume of customers, over a variety of mediums (phone, email, webinars)
- Self-starter who has fresh ideas when it comes to growing customer engagement
- Great prioritization skills and ability to execute on customer-facing activities
- You have a track record of successfully iterating programs to achieve goals and ability to make changes on the fly and continuously improve our processes
- Highly data-driven and intrigued by the challenge of delivering an awesome Lob experience to hundreds of customers
- Strong numeracy skills
- Value-based selling skills
- Advanced problem-solving skills and verbal and written communication skills
- Excellent listening, negotiation, and presentation abilities
- Consistent track record of achieving personal and team goals
- Gratitude, a sense of purpose, and a kind and generous demeanor are a must
- Experience in the marketing automation software and/or and direct mail experience are a plus
Desired Qualifications
- Familiarity with Salesforce and ChurnZero (or similar Customer Success platform) strongly preferred
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