Job Description

Position Overview

As a Customer Success Manager (CSM) in our Mid-Market region, you will be responsible for building customer relationships, driving stickiness of our products and services, day-to-day customer interactions and communications, assisting with account renewals and advocating as the voice of the customer internally for a defined set of customers. Working closely with implementation, support, sales, and engineering teams, you’ll help customers unlock the full potential of our solutions, identify upsell opportunities, and drive retention and growth. Our ideal candidate will work well in a fast paced but remote work environment and have a knack for developing deep relationships that foster trust through strategic partnership.

• Customer Liaison: Build and maintain strong relationships with customer contacts and internal stakeholders to ensure continuity and progress on customer matters
• Proactive Customer Engagement & Growth: Partner with customers to drive engagement, retention, and expansion. Conduct Business Reviews with customers to assess progress, understand evolving needs, and align on growth strategies. 
• Usage Monitoring & Opportunity Identification: Identify potential risks, uncover new opportunities for growth, and recommend strategies for increased adoption.
• Strategic Advising : Act as a trusted advisor to customers, adopting a customer-first mindset to understand their business needs and advocate for their success.
• Value Identification: Be able to assess customer needs and how we can help them be successful.
• Goal Setting & Cross-Functional Collaboration : Set clear, transparent goals to meet customer requirements, working closely with internal teams to ensure goal alignment and successful delivery.
• Effective Communication : Maintain consistent and transparent communication with customers and internal stakeholders, representing the customer’s voice across teams.
• Data-Driven Approach : Be passionate about data and insights, using data to drive meaningful change and demonstrate measurable impact.
• Product Expertise & Feature Adoption: Guide feature adoption and review new features and functionalities of Agiloft to help customers achieve success.
•   Collaborate with Account Managers: Partner with AMs on renewals and identify and qualify upsell opportunities, contributing to pipeline growth. 
• Other duties as assigned

• 2-4+ years in Customer Success, Relationship Management, or Account Management in SaaS companies with Mid-Market customers
• Exceptional communication skills, highly organized, collaborative, and detail oriented
• Proven experience building, maintaining and growing relationships, while working to mitigate churn and drive engagement and renewals
• Excellent interpersonal and communication skills, with a strong focus on customer-centric engagement and cross-functional collaboration.
• Demonstrated ability to manage multiple accounts and objectives in a fast-paced environment.
• Bachelor's degree or equivalent in any subject

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