Customer Success Manager (Relationship Manager)

Customer Success & Data SolutionsFull-timeRedwood City, CA
Alooma is looking for an experienced Customer Success (Relationship) Manager (CSM) for managing, growing, and retaining our customer base. The Alooma CSM will also be responsible for managing renewals for small-to-medium business accounts. Our ideal candidate will have a passion for customer success and come from a startup to mid-level organization in sales or account management and/or customer success management with demonstrated experience and success with small-to-medium business accounts.
Key Responsibilities:
  • Own responsibility for customer’s overall success with Alooma, including renewals, adoption of Alooma solutions, and customer health and satisfaction
  • Act as the customer’s main point of contact throughout the customer’s life cycle post sales, define success plan with clear deliverables, and act as a liaison between customer and Alooma technical support team.
  • Drive customer commitment and loyalty by making every interaction positive,  orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals
  • Conduct customer onboarding, renewal, monthly check-in meetings and  business reviews to measure customer satisfaction and product utilization levels
  • Identify and mitigate customer churn risk, and work with extended Alooma team to create and execute on “get well” plans, 
  • Leverage analytics to identify predictive indicators of churn, growth, and renewals
  • Qualifications:
  • 5+ years relevant work experience
  • 3 years of proven success in customer relations, consulting, sales support, and/or account management
  • Bachelor’s and/or Master’s degree in a related field of study
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Proven success in managing a book of business/quota
  • Strong communication and interpersonal skills with the ability to effectively navigate and mediate conflict and foster joint partnership
  • Self-motivated, team-oriented, responsible, and focused on exceeding client expectations
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Exceptional organizational, presentation, and communication skills, both verbal and written
  • Flexibility to travel (approx. 20%)