Mgr, Customer Success
- Replicon
- 3 - 5 years
- Remote
- 10 months ago
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Job Description
The Customer Success team will oversee relationships within a portfolio of existing digital customers, driving adoption, retention, and expansion in line with customer outcomes. This role involves leading a team of Digital Customer Success Managers (CSMs), identifying business needs, delivering value, and fostering strong executive relationships. A proactive approach is essential for understanding customer health, engaging in value-driven conversations, and pinpointing upsell opportunities. Additionally, this role requires close cross-functional collaboration to ensure CSMs help their customers achieve business goals while contributing to Deltek s growth objectives.
Key Responsibilities:
- Leadership and Strategy: Set the engagement strategy, lead customer escalations, and provide coaching to the team. Ensure continuous development of team skillsets while advancing our culture of enablement, collaboration, accountability, and high performance.
- Customer Retention: Monitor at-risk customer situations using Gainsight Call to Action (CTA) and develop tailored retention strategies to mitigate churn. Ensure risk CTAs are closed out upon resolution.
- Collaboration: Work closely with internal teams (Cloud, Product, Support, Growth & Retention) to ensure a seamless customer experience.
- Data-Driven Insights: Ensure Customer Success Managers leverage data-driven insights to support strategic client conversations. Highlight platform performance, adoption, and ROI to demonstrate ongoing value, driving informed decision-making aligned with customer goals.
- Continuous Learning: Promote the use of Allego and other learning platforms for continuous learning and personal development. Ensure the team stays current with product content, industry trends, and Customer Success best practices.
- System Updates: Ensure primary systems (e.g., Salesforce, Gainsight) are updated daily to enable proper planning and seamless collaboration across the business.
- Customer Data Analysis: Analyze customer data such as satisfaction, usage, and feedback to identify trends. Provide recommendations to Customer Success Managers to improve the overall customer experience.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: RepliconLocation(s): Remote+ View Contact
Keyskills: Data analysis Usage Senior Executive Cloud Customer retention Customer experience Retention strategies Product support Monitoring Salesforce
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