Strategic Customer Success Manager
Posted on Sep 22, 2021 by Thrive Global
The Customer Success Team is a driving force at Thrive Global. This role sits within the CS Team and oversees all post-sale phases of the customer lifecycle for large and strategic clients. The Strategic Account Manager is responsible for the successful delivery, adoption, and ongoing engagement of Thrive's technology solutions to our customers and ensuring these solutions continue to be successful for the customer over time. You will oversee day-to-day customer relationships and you will actively participate in retaining and growing customer relationships.
Who You Are:
You're experienced at driving increased value for customers, and in finding ways to do that at scale.
You love the fast pace and excitement of a high growth environment.
You're obsessed with creating processes where none exist.
You're excited to get to the end of the year and celebrate how far we've come as a team.
How Youll Contribute:
Own a portfolio of 3 - 5 large enterprise customers and manage these relationships as they move through all phases of the customer lifecycle.
Consult and guide customers to ensure that Thrive solutions are successfully adopted and optimized within the customers business over time.
Partner closely with the sales team to close expansion opportunities and renewals.
Analyze customer data and seek opportunities to showcase value realized from the Thrive solutions, including through regular business reviews with the customer.
Create raving fans and highlight each customer's success internally and externally as permitted.
Represent the voice of the customer and share key insights to ensure that each customer is successful.
Work cross-functionally with Product Management to ensure that customer requirements and product feedback are captured.
Uncover mechanisms for increasing the value of your customer portfolio to the company through marketing initiatives, references, partnerships, market advocacy, social networking, etc.
Bring best practices and new ideas for how to deliver and drive adoption of Thrive's solutions at scale.
Experienced in deploying complex company-wide client engagements across multiple countries, ensuring executive and administrative stakeholder alignment to support those engagements, and consistently showing value that activates renewals, expansions, and referrals.
Ability to confidently and effectively speak with customers of all levels (including CEO's, Owners & VPs), managing everything from escalations to complex growth opportunities
Experience managing deal sizes ranging from $500k to $5M
A track record of building successful, long-term client relationships, and consistently ensuring high NPS and low churn.
Equipped with an exceptional ability to prioritize, manage time and anticipate needs
Strong communication, analytical, problem-solving and project management skills
A history of organizational excellence and a desire to continuously evaluate and improve existing processes.
Comfortable receiving and providing compassionately direct feedback
Passionate about changing how we work and live and a demonstrated interest in topics relating to Thrive Global's mission, including well-being, productivity, neuroscience, psychology, managing technology, performance and wisdom
An overall passionate, proven, confident, operational customer success leader with an optimistic, problem-solving mindset and entrepreneurial spirit
Nice to Haves:
BA/BS degree or relevant work experience
5+ years demonstrated success in customer success role, ideally with 2+ at a SaaS technology company
Experience using Salesforce, G-Suite, and Microsoft products (Powerpoint, Excel)
Working knowledge of other data and/or customer management tools like Confluence and Looker is a plus
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