Pivotal Partners is exclusively partnered to scale a Series C $105mil by leading VCs. The CX/UX platform is dominating the retail and eCommerce space by helping businesses improve productivity, compliance and customer experience.
We are looking to expand our CS function globally by hiring the most senior CSM within the US team to help scale their largest global accounts.
We have landed customers like Nike, Adidas, Michaels, HomeDepot, Levi, Dior, Hermes, Pret, Chanel and many other Fortune 500 accounts.
A Strategic Customer Success Manager plays a critical role in ensuring customers drive maximum value from the product, leading to increased retention, satisfaction, and growth.
Here's what you'll be responsible for:
- Customer onboarding and training. Building process and training plans for each unique account.
- Customer relationship management. Establish strong relationships with key stakeholders and act a main point of contact for strategic customers.
- Renewal and Retention. Drive customer renewals by demonstrating ongoing value and ROI. Identify any at risk accounts and develop strategic to mitigate churn.
- Proactive engagement. Regular check-ins and business reviews with customers and identity opportunities for upselling and cross selling additional services.
- Metrics and reporting.
- Customer success planning. Develop and implement customised success plans with needs and goals for each account.
Qualifications:
- 4+ years experience working within customer success functions in SaaS companies.
- Up to 2 years working with large strategic accounts.
- Experience working with a portfolio of accounts worth $1M+
- Experience managing multiple large strategic accounts.
- Retail tech or eCommerce tech background.
Salary: $150K base + 10%