Strategic Customer Success Manager

Tegus - Chicago, IL

Full-time - Mid Level

Chicago, IL

Professional, Scientific, and Technical Services

About the position

Tegus is the leading market intelligence platform for key decision makers. We power some of the world's most well-respected institutional investors, corporations, and consultancies through the largest and most comprehensive database of primary and market information. Our products and services enable clients to discover unmatched insights and answers to the most challenging questions they face to help them make better informed decisions. As a Strategic Customer Success Manager at Tegus, you will play a pivotal role in ensuring the success and satisfaction of our most strategic customers. You will serve as the primary point of contact for a portfolio of 50-70 strategic firms, guiding them through their journey with our products and services. Your main objectives will be to drive adoption, manage each account's overall health and engagement, minimize churn and drive growth through qualified pipeline generation and oversee the commercial negotiations at renewal.

Responsibilities

• Serve as the main point of contact for assigned accounts, building strong relationships with key stakeholders and decision-makers.
• Meet/exceed quarterly retention targets by proactively engaging with account teams across the portfolio and ensuring renewal activities are completed along with the sales team.
• Proactively engage with clients to understand their business objectives and drive a multi-threaded approach to ensure our products and services align with their needs.
• Drive adoption of our products and services within each account, providing training and support as needed.
• Monitor and analyze account health metrics, identifying areas for account risk, develop and execute strategies to minimize churn and increase client retention.
• Meet/exceed quarterly pipeline targets by identifying opportunities for upselling and cross-selling additional products or services within assigned accounts.
• Collaborate with internal teams across multiple geographies, including Sales, Product Development, and Operations, to advocate for the needs of our clients and ensure a seamless customer experience.
• Be a thought leader within the CS organization. Test new strategies and tactics to drive customer engagement, measure impact, and codify successful approaches to roll out as best practice team-wide.

Requirements

• Minimum 5+ years in a customer facing role.
• Experience managing and cross-selling enterprise software or services as evidenced by consistently being a top performer on your team and/or exceeding net retention goals and sales quotas.
• Demonstrative track record of building executive level relationships internally and externally and producing key artifacts to aid in communications.
• A proven track record of strong internal collaboration to effectively manage everything from escalations to complex growth opportunities.
• Excellent communicator internally and externally with exceptional attention to detail, organization, time management.
• Data-driven, solutions-oriented and demonstrates a bias towards action in order to effectively problem solve internally and externally.

Benefits

• Comprehensive medical, dental, and vision plans.
• 401K plan with an employer match.
• Paid parental leave for all parents.
• Unlimited paid vacation, flexible work hours, and 10 observed paid holidays per year.
• Employer funded long-term disability.
• Award-winning culture with regular team-wide events designed to foster connections and promote creativity.
• Generous employee referral bonus program.
• The opportunity to attend peer-nominated quarterly DEI events.
• Work from our state of the art office in the heart of Chicago's Loop featuring standing desks, nursing parent rooms, gender neutral bathrooms, subsidized gym access, and full amenity floor.
• Commuter benefits & a fully stocked kitchen with rotating snacks and beverages.