Enterprise Customer Success Manager
As a member of the Repsly Customer Success organization, your mission is to help our customers achieve their business goals, advocate for them, and grow customer love for Repsly by driving long term value with Repsly. You will own the customer relationship and engagement journey including adoption, expansion, and renewal for your segment of Enterprise Customers.
Our team believes strongly in a culture of continuous improvement. On a bi-weekly basis, all teammates will suggest and carry out incremental improvements to our team’s programs, process, and procedures. You will also be responsible for adding value to one area of the business, outside of your daily activities.
Success in this role is measured by:
Driving strong customer retention as measured by annual and quarterly gross and net retention targets for a finite set of accounts.
Identifying and managing (nurturing & forecasting) upsell, cross-sell, & expansion opportunities as measured by specific upsell and expansion targets set each quarter.
Proactively managing the customer renewal cycle including contract negotiations as measured by renewal rates.
Creating strong value-add engagement at every stage of the customer engagement journey, as measured by adherence to our engagement frameworks and monthly and quarterly engagement coverage targets.
Successful contribution to the continuous improvement of our Customer Success Management programs, process, and capabilities as measured by successful outcomes in pre-defined continuous improvement side-projects.
Requirements and Experience
Job/Task Related Qualifications:
6+ years of SaaS B2B account management, customer success, and/or sales experience.
Experience owning retention, churn rate, and upsells - sales background preferred.
Trusted customer advisor able to assist in prioritizing initiatives based on competing priorities and resources. You can effectively push back and challenge customers, and leverage data to reinforce your recommendations
Excellent communication skills both written and oral. Excellent at asking questions & actively listening.
Always friendly, clear, & concise. Comfortable with difficult conversations.
Passion for the use of technology & data to drive innovation in the CPG industry.
A sincere care for the success of our customers.
Ambition to grow professionally as part of a collaborative and committed team.
Experience in the Consumer Packaged Good (CPG) industry is a plus.