Customer Success Manager, Enterprise

Customer Success Manager, Enterprise

Job Summary:

The Customer Success Manager oversees the customer retention process by acting as a customer advocate within the organization and streamlining the customer experience. The Customer Success Manager will be client-focused and Prove product savvy. You are someone who wants to blend people and technology to drive and exceed successful outcomes for our clients. You are naturally curious and thrive on learning how technology works to solve problems. You pair your knowledge and experience to partner with and advise clients, ultimately acquiring deep knowledge of the client’s organization and business objectives. You are passionate about building strong customer relationships, delivering value, identifying growth potential, and ultimately turning customers into raving Prove fans!

Key Responsibilities:

• Establish reputation as a trusted partner via regular business reviews presenting the status of the Prove relationship, reviewing active and future project(s), and demonstrating the value Prove delivers to the client's business objectives.
• Quickly become a subject matter expert of clients' business objectives and use cases while striking a healthy balance between customer satisfaction and delivering business value.
• Primarily responsible for achieving our corporate objectives measured by a client Net Promoter Score (NPS).
• Forecasting & Accuracy: Responsible for forecasting live revenue and having a deep understanding of your clients' business and any seasonality that comes with it.
• Renewals: Monitor account renewals and work proactively to secure renewals on time. Work closely with account managers to strategize on price increases, added AGV, and up-selling additional products/services at the time of renewal.
• QBRs: Organizes and hosts onsite QBRs with the client executive team to align to customer goals and derive long-term partnership plans.
• Pass rate optimization & recommendations: Present areas of optimization to clients via partnership with AM’s (new opportunities) or SCs (pass rate improvements) to drive client success and value of Prove solution.
• Ticket monitoring and escalation coordination: Responsible for creation and monitoring client’s internal ticketing needs (support ticket, SC ticket, product ticket, Data Science Tickets, Fraud tickets).
• Product Expertise: Develop a deep understanding of our products and services. Stay updated on the latest features and updates, and effectively communicate their value to clients.
• Travel requirement roughly 20%.

Qualifications and Experience:

• 3 to 5 years in a customer-facing role such as account management or sales. Excellent project management and long-term account planning skills.
• Strong written and verbal communication, documentation, presentation, interpersonal, and customer service skills.
• Possess experience within a highly regulated market (i.e. Fintech, Insurance, Retail). Knowledge of digital identity and authentication strongly preferred.
• Prefer selling strategies and negotiation skills. Aptitude and passion for technology, KPIs, data, and business cases.
• Excellent ambition and desire to grow and expand your career.
• Track record of building and maintaining successful client relationships.
• Experience in cybersecurity, fintech, or fast-growing startup is required.
• Experience with technical data platforms such as Splunk, Looker, etc., and investigating API transactions is preferred.
• Promote, maintain, and enhance our cultural values of humility, passion, inclusion, and leadership.
• Strong passion for learning about our products and markets through in-house and external training.
• Experience in high-growth/pre-IPO technology companies.

The anticipated salary range for this role in California is $110,000- $120,000 plus variable commission/company bonus. Offered salary will be determined by the applicant’s education, experience, knowledge, skills, geo-location, and abilities, as well as internal equity and alignment with market data.

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