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About the position
The Strategic Customer Success Manager (CSM) at Alchemer will be responsible for ensuring customer satisfaction and success with our products. This role involves working closely with clients to understand their needs, provide guidance on best practices, and help them achieve their desired outcomes using our solutions. The CSM will also be tasked with identifying opportunities for upselling and cross-selling additional services to enhance customer engagement and retention. This position requires a proactive approach to customer management and a deep understanding of our product offerings.
Responsibilities
- Manage a portfolio of strategic accounts to ensure customer satisfaction and retention.
- Act as the primary point of contact for customers, addressing their needs and concerns promptly.
- Develop and maintain strong relationships with key stakeholders within customer organizations.
- Conduct regular check-ins and business reviews with customers to assess their satisfaction and identify opportunities for improvement.
- Provide training and support to customers on the use of our products and services.
- Identify upsell and cross-sell opportunities to drive revenue growth within existing accounts.
- Collaborate with internal teams, including sales, product, and support, to ensure a seamless customer experience.
Requirements
- Bachelor's degree in Business, Marketing, or a related field.
- 3+ years of experience in customer success, account management, or a related role.
- Strong understanding of SaaS products and customer success metrics.
- Excellent communication and interpersonal skills, with the ability to build rapport with clients.
- Proven track record of managing customer relationships and driving customer satisfaction.
Nice-to-haves
- Experience in the survey or feedback industry is a plus.
- Familiarity with CRM software and customer success tools.
- Ability to analyze data and provide insights to customers.
Benefits
- Health insurance
- 401k with company matching
- Paid time off
- Professional development opportunities
- Flexible work hours
