Strategic Customer Success Manager

4 weeks ago

London, Greater London, United Kingdom Eptura, Inc. Full time
Strategic Customer Success Manager

Eptura, Inc. is seeking a highly skilled Strategic Customer Success Manager to join our team. As a key member of our customer success organization, you will be responsible for driving growth and retention across a portfolio of accounts.

Key Responsibilities:

  • Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks.
  • Meet and exceed net retention and gross churn targets for assigned accounts. Quantify customer business value; help customers translate their business use cases into company solutions and communicate a clear ROI to the customer.
  • Deliver all identified touches in the customer journey, including business and roadmap reviews, and overall cadence (both personal and automated where necessary) and log these into our CRM.
  • Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value.
  • Proactively identify risks within your accounts and work with internal and external stakeholders to mitigate said risks.
  • Effectively assemble and leverage internal cross-functional teams to deliver back-health-plans for distressed customers including Professional Services, Support, Account Executives, and Sales, as well as customer stakeholders and business partners.
  • Assist the renewal and account management teams in all renewal activities as needed.
  • Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, and online reviews.
  • Contribute as necessary to the success of CS operations projects that address gaps within the customer journey.
  • Provide feedback and support to the enablement team in their new initiatives as necessary.
  • Maintain updated records and forecasting accuracy in all systems (Salesforce and CS tool).

Requirements:

  • Success is defined by customers realizing benefit and value from our products, achieving healthy and long-term success, and dependable execution of customer projects.
  • You are a customer-centric individual, obsessed with providing an excellent customer experience.
  • You have a strong understanding of Customer Success as an industry and a practice, and have successfully managed a book of business as a CSM.
  • You are comfortable with data management and identifying patterns.
  • You have a good understanding and/or adoption of industry tools and data sources (Salesforce, ChurnZero, PlanHat, Totango, Gainsight, etc.).
  • A solid understanding of customer success metrics (Gross Retention, Net Retention, NPS, common Health score components).
  • Strong skills in Excel and ability to analyze and interpret data.
  • Results-driven with a strong background in Customer Success/Account Management and/or other Customer experience functions.
  • French speaking is a plus.
  • 25 Days Holiday
  • Contributory Pension
  • Life Insurance (DIS)

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