Description:
As a Customer Success Manager - SMB, you will be responsible for building long-term relationship with Motive customers to drive customer renewal and revenue expansion. This position coordinates, executes, and manages programs and campaigns built to effectively engage customers based on predetermined account health flags. Your goal will be keeping customers healthy by educating them on the value our products can add to their business, reduce churn risk by solving problems they are facing and grow the business through qualified expansion leads.
What You’ll Do
- Own a book of business of existing customers to mitigate churn risk and drive expansion
- Maintain high levels of customer satisfaction and nurture client health
- Proactively engage to keep a pulse on whether customers are finding value in our product and services. Take measures to bridge any gaps identified
- Ensure customers are up to date on their payments and are set up to renew the contract at renewal
- Prepare and educate customers on new features and product releases
- Present data-driven insights/analysis to customers
- As the voice of the customer, identify trends, needs, or challenges and escalate to the appropriate teams
- Gain a strong understanding of our product mix and how it creates value for our customers
What We’re Looking For
- 2+ years of experience in a customer service or customer retention role
- Highly organized with strong time management skills
- Demonstrates a desire for continuous learning and improvement
- Ability to build and maintain customer relationships
- Work in close liaison with the customer and internal teams
- Strong empathy and advocacy for customers
- Deeper level of understanding of revenue and growth in a SaaS business
- Proven decision-making and problem-solving abilities
- An enthusiastic, solution-oriented and creative individual with the ability to inspire others
- Hands on experience of using CRM software (Salesforce preferred)
- Excellent communication and presentation skills