Customer Success Manager

Whats the job about

As our Customer Success Manager you will be in constant interaction with our clients to provide the best customer experience and of course maintain our current churn rate (which is really low!. We are looking for a Customer Success Manager to help us strategically guide our customers to maximize the value from our product and enable them to achieve their business goals protecting their online revenues. 

You will leverage your experience and passion in relationship management creative problem solving and Customer Success to drive business outcomes for your customers while being responsible for bestinclass user adoption revenue retention & growth and customer advocacy. 

• Outcomes are driven: you will own and manage a renewal book of business of customers and as their strategic advisor you will guide them to success on their journey with Red Points
• Driving adoption: you will actively monitor account adoption throughout the length of the relationship and ensure high uptake of Red Points products by analyzing data/metrics/industry trends and intervening with adoption strategies that showcase how customers can enhance their workflows and better use our products to derive further value
• Renewals: you will lead the renewal negotiation process directly with customers (up to the CSuite level) from requirements gathering to the finalization of agreements and actively work on atrisk accounts by collaborating with internal teams to mitigate churn
• Growing accounts: you will identify and drive expansion and growth opportunities as you guide customers through success milestones and you will help strategize and execute plans to earn additional spend from the customer
• Advocacy: you will advocate for product features and improvements as the voice of the customer and work crossfunctionally with internal product teams to champion change
• Domain knowledge: you will develop a high level of knowledge and understanding of IP & Brand protection by keeping up with industry news trends and best practices

Qualifications :

What are we looking for

• Exceptional ability to build and maintain strong trusted relationships with customers from endusers through to executive sponsors navigating large complex organizations to elevate the perception of Red Points from a vendor to partner ensuring they have a consistent bestinclass experience in every interaction with Red Points.
• Commercially savvy and extremely efficient at spotting nurturing and closing growth opportunities with your book of existing customers.
• Impeccable at engaging with customers during onsite and virtual quarterly business reviews where you influence through performance metrics and strategic discussions on their achievement of business goals.
• A team player with a positive attitude strong interpersonal skills and the ability to multitask
• Ability to thrive in an environment of ambiguity and an ability to frequently switch gears with ease
• Organized and able to work under pressure you are comfortable working in a fastpaced environment can juggle multiple tasks at the same time can ensure that important but nonurgent matters are given sufficient priority
• Extremely perceptive and highly emotionally intelligent making you agile in adapting your executive presence and approach to any audience
• Ability to become a product expert you can articulate the vision of the product and you can give an effective demo. Be the ultimate storyteller in showcasing the compelling impact on your customers business made possible by their use of Red Points
• High level of drive for and desire to be the best

Technical Requirements

• Bachelors degree in Law Business Finance IT or a relevant discipline
• 34 years of customer management experience professional services (onboarding and implementation) or customerfacing roles preferably within a SaaS technology organization
• Experience managing a book of business with a record of successful forecasting & quota attainment. Commitment to results consistently have achieved results demonstrating high performance and challenging self and others to deliver results
• Expert in negotiation: experience managing upsells and spotting new growth opportunities for expansion. Track record of commercial achievements.
• Strong communication presentation and active listening skills. You are a clear confident and compelling communicator in writing in conversation and in front of an audience
• Data and technology literate you are comfortable working with manipulating and interpreting data sets. Youre comfortable understanding technical issues and being able to communicate with technical people both internally and externally
• Experience with Gainsight and Salesforce is a plus

Nice to have (Theyre not necessary but a plus!

• Prior experience in a similar role with a software solution
• Background in Intellectual Property Law (studying or working)
• An equivalent combination of education and experience

Additional Information :

What do we offer

• 100 employerpaid Medical (most plans) Dental and Vision insurance plans
• Complimentary One Medical membership
• Complimentary TalkSpace membership for online mental health therapy
• Complimentary Peloton App membership
• Access to Kindbody a gynecology fertility and family planning benefit
• Employer matching of your 401(k) contributions
• Paid parking in a beautiful WeWork location
• Paid Parental Leave for primary and secondary caregivers
• Our leaders care and value the role you play in the companys success
• A learning culture with individualized development plans that focus on personal and professional growth
• A fun and fastpaced startup environment with cool people and team building events
• Flexible work environment to promote work/life balance

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status.

At Red Points we believe real success starts and ends with hiring the very best people empowering those people to get the job done and making sure our people have a whole lot of fun along the way.

If you think this position could be a good match apply now and lets talk! :

Remote Work :

No

Employment Type :

Fulltime