Customer Success Manager

$60,570 - $103,250/Yr

Datasite - Minneapolis, MN

Full-time - Mid Level

Remote - Minneapolis, MN

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager at Datasite is responsible for managing a portfolio of high-value customer accounts, focusing on operational, commercial, and strategic aspects. This role aims to enhance customer satisfaction and drive product adoption and expansion, ensuring that customers have immediate access to support and solutions. The position involves collaboration with various internal departments to develop and implement customer-centric processes that align with both Datasite's and its customers' strategic goals.

Responsibilities

• Build and maintain effective long-term relationships with key executive-level decision makers at assigned customer accounts.
• Lead the strategic direction and planning for new accounts.
• Evaluate and influence recommendations for assigned key account's business processes, providing solutions that enhance efficiency and revenue.
• Drive adoption of expansion opportunities within assigned accounts through collaboration with sales and support services.
• Prepare and deliver performance-related presentations to increase account value.
• Monitor performance against forecasts and ensure targets are met.
• Broaden network of contacts within key global accounts and form productive relationships with stakeholders.
• Act as a liaison for internal and external communications with assigned accounts, managing ongoing conference calls.
• Provide regular status reports and manage task lists on account progress for internal functions.
• Ensure contractual commitments align with results and escalate problems appropriately.
• Manage customer satisfaction levels by demonstrating a customer-centric approach.
• Plan and implement strategies utilizing internal and external resources.
• Implement governance models for accounts to ensure operational success.
• Manage projects using defined project management tools and analyze metrics for improvement.
• Deliver detailed account planning and opportunities review.
• Initiate and manage customer escalations and incidents, partnering with support services for resolution.

Requirements

• Bachelor's degree in business or related field or equivalent education and experience.
• 2-4 years of experience managing customer-facing strategic accounts.
• Strong solution-based selling skills.
• Execution-oriented, self-starter with the ability to prioritize high-value projects in a fast-paced environment.
• Demonstrated project management skills and strong organizational abilities.
• Excellent communication, presentation, and interpersonal skills.
• Proven experience in revenue forecasting, account reviews, and strategic account planning.
• Extensive experience working with senior executive-level staff.
• Knowledge of Microsoft Windows and Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Salesforce experience preferred.

Nice-to-haves

• Experience in a SaaS environment.
• Familiarity with M&A transactions and data room technology.

Benefits

• Competitive salary range of $60,570-$103,250 based on experience and qualifications.
• Diverse and inclusive work environment.
• Opportunities for professional development and growth.