Customer Success Manager

US-WA-Vancouver
# of Openings
1
Category
Customer Success

Overview

DiscoverOrg is looking for an experienced, passionate, results oriented Customer Success Manager who will drive product adoption, deliver high levels of business value, and cultivate deep customer relationships with some of the world’s most iconic companies. This energetic leader will be responsible for all aspects of account management, adoption, customer success planning, renewals and expansion sales. You will develop and execute strategic account plans, deliver business reviews, and drive overall customer satisfaction of your customers.
 
In your role, you will begin as a Customer Development Representative, supporting a Customer Success Manager. This will allow you time to understand our product and how it adds value to our customers, while earning commission right away. Our ultimate goal is for you to move into the Customer Success Manager role within 2-6 months. 

Responsibilities

Here's what a typical day might look like as a Customer Success Manager: 

  • Expand DiscoverOrg sales in assigned customers by identifying and executing cross-sell/up-sell opportunities of product and services
  • Act as an extension of the customer, being a proactive advocate within DiscoverOrg and the customer to accomplish defined objectives
  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value
  • Proactively grow the breadth and depth of strategic relationships within assigned customers
  • Help customers calculate and monetize business value by driving quarterly reporting with customers; measuring business value, penetration, usage, and adoption
  • Closely manage and nurture accounts to identify and eliminate risk of attrition
  • Partner with internal DiscoverOrg stakeholders to align account activities with the customer’s business case and strategy
  • Establish trusted relationships with customers, sustaining relationships through the full life cycle of the subscription ensuring their success
  • Ensure customers are aware of and educated on new features and releases
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
  • Deliver periodic customer health-checks
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
  • Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of DiscoverOrg products and services

Qualifications

You're probably a great fit for this role if this sounds like you:

  • 2+ years of customer success, account management, or sales experience in SaaS or similar industry
  • Broad knowledge and experience in Sales and Marketing processes and systems
  • General knowledge of cloud architecture as well as IT landscape a plus
  • Excellent communication skills, including issue tracking, triaging and crisis management
  • Experience in any of the following a plus: Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards
  • Experience with Sales and Marketing technology such as Marketo, Salesforce, etc.
  • Ability to efficiently manage multiple customer projects simultaneously
  • Communicates with internal and external customers and all levels of management
  • Effectively communicate technical information to non-technical audiences
  • Delivers informative, well-organized presentations
  • Understands how to communicate difficult/sensitive information tactfully
  • Continually seeks opportunities to increase customer satisfaction and deepen client relationships
  • Manages client expectations effectively
  • Awesome sense of humor

Benefits

We offer an attractive benefits plan with health benefits that include medical, vision and dental coverage – HSA, FSA, 401(k) with employer match, paid time off and paid sick leave.

 

 

Why You Should Join DiscoverOrg:

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