At Integreon Intermediate LLC, we are hiring a Customer Success Manager to join our team. As a key member, you will be accountable for managing the success of the full customer lifecycle by executing our standard processes with excellence. You will drive value across each customer account by increasing adoption, growing revenue, enabling customer advocacy, and focusing on retention.
What You'll Do
- Set the strategic direction for how to work with clients, including overseeing client needs, staffing, strategy, and quality of work.
- Manage customer expectations and serve as a focal point for customer service issues.
- Support the customer success team to ensure quality execution that drives towards client business objectives and key metrics.
- Increase ARR across existing accounts through the execution of growth and upsell strategies.
- Drive retention for each account through customer advocacy and increased usage and adoption strategies.
- Provide ongoing post-implementation support and account management.
- Ensure all projects are delivered on time, within scope, and within budget.
- Develop and run detailed project plans to track progress.
- Manage changes in project scope, schedule, and costs using appropriate verification techniques.
- Manage relationships with the client and all stakeholders.
- Establish and maintain relationships with third parties and vendors.
- Coordinate with various internal teams to build strategies that help our existing customer base.
- Implement effective strategies that result in decreased churn and increased upsell opportunities.
- Focus on customer intimacy by understanding our customers’ key business issues and opportunities to deliver business impact and innovative improvements.
What We're Looking For
- At least 3 years of experience in a similar role.
- SaaS experience is essential.
- Solid technical background with a demonstrable understanding of software development and web technologies.
- Excellent client-facing and internal communication skills.
- Excellent written and verbal communication skills.
- Ability for occasional international travel.
- Experience working with and presenting to C-level executives.
- Business process management experience and expertise.
- Proven track record of successfully managing customer relationships and delivering results.
- Self-starter with the ability to handle ambiguity, utilize robust problem-solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively.
- Ability to influence through persuasion, negotiation, and consensus-building with senior level leaders, customers, and internal stakeholders.
- Knowledge managing in a SaaS environment.
- Strong empathy for customers and their business challenges.
- Proven track record in the management of global service delivery operations.
- Ability to identify risks and dependencies and put in place plans to mitigate them.
Nice to Have
- Legal services experience is desirable.
- Experience with Salesforce.com, JIRA, and other engagement tools is a strong plus.
Technical Stack
- Salesforce.com
- JIRA
Team & Environment
You will be a key member of the Customer Success team.
Benefits & Compensation
- Good base salary
- Outstanding commission scheme
- Perks you would expect in a bigger business
Integreon Intermediate LLC is an equal opportunity employer.
