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Customer Success Manager (Remote)

Job Title
Customer Success Manager (Remote)
Job ID
Detroit,  MI
Other Location
Job Description
As a Strategic Customer Success Manager (CSM), you will be responsible for developing
partnerships with top tier accounts to help them achieve goals, focus on digital transformation
and advanced observability. You will be empowered to establish trusted advisor relationship and
collaborate cross functionally to drive adoption, transformation and success for your set of
accounts. You will ensure retention and accelerate growth of your customer base through
driving adoption, highlighting wins, planning and developing strategy, and providing thought
leadership to take customers to the next level of their digital journey.
Role & Responsibilities
• Develop and manage customer relationships at all levels to accelerate customer adoption
of SaaS/Managed product portfolio and continuously prove and increase value
in the solutions
• Maintain high levels of customer engagement with top tier customers through regular
touchpoints, Strategic Business Reviews and becoming their trusted advisor and advocate
• Own renewal health assessment and strategy to ensure retention of assigned book of
• Partner with customers to develop strategy that will drive brand awareness and
loyalty throughout enterprise
• Identify areas of growth for expansion opportunities
• Collaborate cross-functionally to drive focus on goals, resolution of challenges and drive
customer success
• Provide thought leadership throughout the customer journey to provide customers with
insight to prove success and help in evangelizing within their organization
• Provide adoption and product data as a tool to establish increased adoption, highlight
success and showcase value
• Ability to extract customer goals and develop approach to drive transformation
• Leverage relationships and success to build reference cases and success stories
• Travel as required
• Must be comfortable working Eastern and/or Central hours
• Bachelor’s Degree or equivalent work experience
• 7+ years of experience in Customer Success, Relationship or Account Management
• A strong business acumen and commercial outlook with a good conceptual understanding
of IT operations processes and best practices
• Proven expertise working with all levels of a client’s environment, from user to C-Level
• Ability to display strong leadership skills and confidence in all levels of customer
engagements and situations
• Excellent verbal, written and interpersonal communication skills
• Proven track record of driving collaboration within internal organization to ensure
customer and organizational success
• Highly motivated, energetic and committed to getting results
• Ability to prioritize and effectively manage book of business
• Understanding of IT organizations – roles, operations, business drivers, challenges

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