Customer Success Manager

Stibo Systems - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

Professional, Scientific, and Technical Services

About the position

As a Customer Success Manager at Stibo Systems, you will play a pivotal role in ensuring that our customers, which include some of the biggest brands in the world, receive maximum value from our platform. Your primary responsibility will be to collaborate closely with our Sales, Product, and Delivery teams to help customers achieve their business goals while driving retention and growth for Stibo Systems. This position requires you to be comfortable communicating and building strong relationships with key customer contacts, gaining a solid understanding of their business objectives, and becoming a trusted advisor. In this role, you will guide customers towards continued use and expanded adoption of the Stibo Systems platform. You will act as the voice of the customer internally, driving continuous feedback into our Product, Engineering, Marketing, Delivery, and Customer Success teams on ways we can better serve our customers. It is important to note that this role is not focused on actively selling; rather, it is about building trust and ensuring customer satisfaction. You will not be responsible for fixing technical issues but will suggest training, point to user manuals, and recommend hiring our services for technical fixes. Your responsibilities will include understanding the entire customer experience, acting as the primary point of contact throughout the customer lifecycle, and demonstrating a full understanding of Stibo Systems' products and offerings. You will drive customer satisfaction, retention, and overall health scores, manage a full book of business, and identify growth opportunities within the customer base. Building and maintaining trust-based relationships with all stakeholders will be crucial, as will advocating for customers internally and translating their insights into actionable feedback for our internal teams. You will also maintain expertise on industry trends and best practices, actively working to transform every customer into a reference customer.

Responsibilities

• Understand the entire customer experience and identify their business problems.
• Act as the primary point of contact throughout the customer lifecycle.
• Demonstrate a full and clear understanding of the different Stibo Systems products and offerings.
• Drive continued adoption of the Stibo Systems platform to achieve customer's defined goals.
• Drive customer satisfaction, retention, and overall health scores, including revenue retention targets.
• Project manage a full book of business; prioritize efforts based on customer health and renewal timeframe.
• Support and manage Customer Account Plans.
• Identify growth opportunities within the customer base and feed back to the appropriate groups such as Sales or Professional Services.
• Build and maintain trust-based relationships with all internal and external stakeholders.
• Lead in driving resolution of customer issues, including monitoring open support cases before escalation.
• Advocate for customers internally and translate customer insights into actionable feedback for internal teams.
• Maintain expertise on industry trends and best practices.
• Actively work on transforming every customer into reference customers.

Requirements

• 3+ years relevant work experience in a customer-facing role (Customer Success Manager, Account Manager, Technical Account Manager, Solution Engineer/Consultant, or similar), preferably in a SaaS organization.
• Ability to manage activities to drive success in a dynamic customer-facing environment, balancing time and competing priorities.
• Meet and exceed expectations with significant autonomy and independence.
• Demonstrated ability to develop, implement, and achieve goals.
• Demonstrated leadership capabilities.
• Commitment to continued learning and personal growth.