MasterControl is looking for a Customer Success Manager to play a key role in ensuring our Cloud customers achieve their goals. In this position, you will manage a shared book of business, focusing on client retention, expansion opportunities, and maximizing the value customers derive from MasterControl solutions.
What You'll Do
- Ensure retention of existing customers and identify expansion opportunities within your portfolio.
- Create client value by driving high product adoption and optimal use of MasterControl solutions.
- Grow the value of MasterControl by maintaining industry-leading customer account retention.
- Coordinate product coaching and educational needs with Support and Services departments.
- Ensure clients are highly referenceable by helping them recognize the intended value of their solutions.
- Build strong relationships with key stakeholders and decision makers at customer accounts.
- Serve as the primary point of contact and escalation point for your customers.
- Manage client renewals and proactively mitigate churn risk.
- Provide valuable feedback to Product Management to help adapt and build revenue-producing applications.
- Maintain a deep product understanding to act as an effective consultant and advisor.
- Be the voice of the client and advocate for their needs internally.
- Conduct regular account reviews with customer stakeholders and executives.
- Identify and communicate expansion opportunities to the Sales team.
- Manage customer account information, including contacts and products in use, within Salesforce.
- Work closely with R&D and Support to track enhancement requests and defects, communicating status back to clients.
What We're Looking For
- 3+ years of experience working directly with customers in a B2B environment.
- 3+ years of experience in a Customer Success, Account Management, or similar role.
- Experience with SaaS applications.
- Experience with Salesforce or other CRM applications.
- Proven ability to manage strategic customer accounts.
- Proven ability to navigate complex client organizations and build strategic relationships at all levels.
- Experience resolving escalations by coordinating deliverables from internal teams.
- Strong analytical and communication skills, with the ability to provide clear guidance via email, phone, or in person.
- Ability to efficiently switch contexts between tasks like responding to emails, giving product demos, and meeting with product teams.
Nice to Have
- Experience in Life Sciences or other regulated industries.
- Working knowledge of Quality Management processes for regulated industries.
Technical Stack
- Salesforce
Team & Environment
You will share a book of business with a team of Customer Success Managers and work in a highly collaborative, team-based environment.
MasterControl is an equal opportunity employer.
