Customer Success Manager

About the position

As a Customer Success Manager at DTN, you will play a crucial role in providing support to current customers in the agriculture business line. Your primary focus will be on maximizing customer value and developing long-lasting relationships while identifying additional revenue opportunities through cross-selling and strategic growth initiatives. This position requires a proactive and motivated individual who can navigate various phases of the customer lifecycle and work collaboratively with internal teams to enhance the customer experience.

Responsibilities

• Act as the primary point of contact for assigned clients, ensuring timely and effective communication and problem resolution.
• Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.
• Own and manage a renewal book of business of customers, guiding them to success as their strategic advisor.
• Monitor and prioritize your book of business based on key indicators of customer health via ChurnZero, our CS platform.
• Work closely with sales, product, and other technical teams to ensure an exceptional customer experience and address any customer issues.
• Foster a strong sense of community and information sharing by working cross-functionally with other team members.
• Develop a high level of knowledge and understanding of DTN products while keeping up with industry news, trends, and best practices.
• Utilize available data and customer knowledge to identify risks and document plans to mitigate them.

Requirements

• Experience running a large book of business with a proven track record of long-term customer retention.
• Background working at a SaaS or software company preferred.
• Ability to thrive in a fast-paced environment of ambiguity and frequently switch gears with ease.
• Excellent interpersonal skills and ability to build strong rapport with external stakeholders.
• Highly organized with the ability to effectively balance competing priorities.
• Superb problem solver with a relentless drive to find the right answer.
• Incredibly curious and asks engaging questions to elicit discovery.
• Results-driven mentality, with a bias for speed and action.

Benefits

• Competitive Salary
• Unlimited PTO
• Flexible working hours
• Remote work model (position dependent)
• Competitive Medical, Dental and Vision Insurance Plans
• 6% 401K matching
• Unlimited access to 13k+ courses via learning platform to support employee career advancement
• Employee Assistance Program (EAP)