Customer Success Manager - USA - Remote Eligible

Customer Success Manager

Reporting to the Manager of Customer Success, AMER, you will oversee the success of existing and new customers in the US timezones. This will include ensuring successful new customer onboarding and adoption, continued customer check-ins and reviews, and developing success plans for at-risk customers.

Qualified candidates will have strong teamwork skills as you will work closely with the service team, consulting team and sales team to ensure long term success and retention. This role is heavily customer facing, so strong comfortability and aptitude for leading external demonstrations and presentations is required.

This role will also include uncovering upsell, add on and expansion opportunities within customer projects and accounts, and will develop ROI reports/overviews for customers. You will help lead Provar customers to best practice implementations and ongoing success by high touch communications and account reviews on a regular basis.

You'll be responsible for:

• Leading assigned accounts as expert and trusted advisor to ensure operationalisation of Provar quality solutions
• Developing Success Plans for new and existing customers
• Acting as a project manager to new customers to ensure onboarding and implementation is successful and efficient.
• Identifying opportunities for growth within an account or project
• Working closely with sales team on strategic accounts
• Developing success plans for at-risk customers
• Manage relationships with customers, meeting regularly with stakeholders and end users to discuss product pain points, success areas and growth potential
• Work cross functionally with sales, service, product, marketing to develop customer profiles, advocate for customer needs and enhance Provar product suite
• Traveling to customer offices to deliver results, success plans and build relationships
• Traveling to conferences to represent Provar

You'll have:

• 5+ Years as Customer Success Manager or Account Manager
• Experience as a CSM, Account Manager, or Technical Account Management at a SaaS company
• Experience managing enterprise and strategic accounts to ensure adoption and growth
• Comfortable working with senior level executives (Directors, VPs, C-suite)
• Experience managing a book of business to retain and expand ARR
• Strong understanding of the Salesforce platform and experience working with it regularly in B2B sales or Customer Success
• Interpersonal and teamwork skills
• Proactive attitude

You'll be:

• Highly organised and detail oriented
• Naturally inclined towards systems and technology
• Able to anticipate problems before they arise and solve them as they arise.
• Able to simplify complex issues and communicate solutions to both technical and non-technical end users and stakeholders
• Able to quickly build rapport with people from diverse backgrounds, at all levels of seniority

It may be advantageous to also have experience with:

• Strong understanding of Quality Assurance best practices and / or application Testing and its need
• DevOps, especially in the Salesforce ecosystem
• Sales or Account Management
• Java or Selenium knowledge or experience
• Salesforce Certifications