Customer Success Manager

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Company: Mindtouch Inc
Location: San Diego, CA 92101

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Description:
As a Customer Success Manager for, you’ll be managing 35-45 Accounts – driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

Partner with our clients to deliver predictable outcomes and experiences for their clients and predictable growth for their business by:

  • Delivering and communicating ROI for our clients, throughout the customer lifecycle
  • Being the trusted partner for the customer on use-case and product functionality
  • Quarterbacking experiences by various cross-functional teams at MindTouch, on behalf of the customer

Responsibilities

  • Manage a portfolio of accounts, driving value and product adoption.
  • Ensure MindTouch customers are successful.
  • Partner with cross-functional teams (Accounts, Services) to drive account to implementation and contract renewals/upsells
  • Develop and maintain long-term relationships from the C-Level down.
  • Develop quarterly account reviews to communicate status of customer growth internally.
  • Research and become an expert in industry trends and information.

Requirements:

  • Ideally 4+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Strong leadership skills
  • Impressive executive presence and communication abilities
  • Ability to create structure in ambiguous situations and design effective processes
  • Bias for action
  • Passion for being a part of a start-up
  • Experience working with cross-functional teams (Marketing, Finance, Product, Sales, Support, Revenue Ops) to provide Voice of the Customer
  • Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
  • Demonstrated strong analytical ability
  • Experience with building, analyzing, and interpreting customer data to influence stakeholder decision making
  • Experience discovering key goals and steering customer stakeholders with success plans
  • Ability to interact with enterprise customer teams at various levels of technical and non-technical depth
  • Experience providing insights, building relationships with, and driving value to C-Level clients in B2B and B2C environments