Customer Success Manager

Customer SuccessFull-timeRedwood City, CA
A Customer Success Manager at Alooma helps maintain high levels of satisfaction and engagement among our customer base. This is a great opportunity for a SaaS Customer Success or Account Management with three to four years of experience to join a dynamic company and work directly with progressive customers.
High Level Responsibilities:
  • Develop a trusted advisor relationship with customers such that all activities are closely aligned with the customer's business case and business strategy, allowing them to recognize the full value of working with Alooma
  • Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
  • Identify and grow opportunities, and collaborate with Sales to ensure growth target attainment
  • Foster a sense of urgency, professionalism and execution that establishes a new level of expected customer service performance
  • Tactical Level Responsibilities:
  • Drive Customer Success Outcomes
  • Drive increased engagement for new and existing customers; increase renewal rates and keep our churn rate near zero; expand our revenue in accounts through up-sell; influence future lifetime value through higher product adoption, customer satisfaction and overall health scores; and drive new business growth through greater advocacy and reference-ability
  • Manage Customer Success Activities including:
  • Schedule and conduct kick off meetings
  • Create onboarding tasks, deliverables and schedule
  • Create and manage implementation schedule and ensures that we stay on track
  • Account management related tasks e.g. monthly checks in, business reviews, in-person meetings
  • Identify up-sell opportunities
  • Customer Slack communication management
  • Zendesk ticket management with help of customer success engineers
  • Work closely with sales and service engineers to resolve customer issues
  • You Must Have:
  • Overall 4+ years of work experience, preferably in account management, customer facing roles
  • Strong empathy for customers AND passion for customer’s success
  • Excellent organizational, consulting, project management, and time management skills
  • Ability to communicate technical solutions provided by engineering team in a meaningful way for the benefit of internal teams and client discussion
  • Excellent project management skills
  • Excitement to achieve quarterly financial bonuses based on reducing/eliminating churn
  • Desire to work in a dynamic startup where your input is desired to help shape our offerings and how we interact with clients
  • Preferred Skills:
  • 2+ years of Customer Success experience in big data/research, measurement/analytics, database management
  • Experience analyzing data, trends to customer growth opportunities and churn signs
  • Understanding of ETL technology and tools