Customer Success Manager

Customer Success Manager - Americas

Remote/ Washington DC

Key Responsibilities

Customer Engagement

• Serve as the main point of contact for your assigned customer accounts, ensuring a high level of customer engagement and experience, as well as acting as the primary point-of-contact for internal stakeholders on assigned customer accounts.
• Lead customer success activities such as onboarding, training, adoption of services, and campaign asset collection/deployment.
• Identify opportunities for clients to get more value from our products and services, fostering long-term relationships.
• Collaborate with the Marketing team to develop customer success stories and case studies.
• Attend key customer events and conferences to maintain strong customer connections.

Client Retention

• Build and maintain regular communication with assigned key accounts to ensure ongoing customer satisfaction and retention.
• Conduct regular check-ins and business reviews to assess client needs and identify any challenges or upsell/cross-sell opportunities.
• Provide support and guidance to help clients fully utilize our products and services.
• Identify potential issues or signs of disengagement early and take steps to resolve them proactively.
• Work closely with clients to provide tailored solutions and recommendations to improve their outcomes.
• Collaborate with internal teams to resolve customer issues and ensure smooth, effective solutions.

Financial Success

• Lead renewal discussions with key accounts, ensuring a smooth process and addressing any concerns to secure long-term commitments.
• Proactively identify upsell and cross-sell opportunities within existing accounts, working closely with clients to showcase additional value.
• Partner with Sales to tailor proposals and business cases that align with customer needs and demonstrate ROI.
• Monitor account usage and engagement data to spot revenue expansion opportunities and act on them swiftly.
• Provide hands-on support in commercial negotiations, helping to reinforce the value of THE’s solutions and maximise contract value.

Strategy & Best Practice

• Contribute to the development and implementation of customer success processes and workflows to drive efficiency.
• Provide feedback and insights from customer interactions to help improve business strategies and decision-making.
• Work with teams across the business to align customer success initiatives with broader company objectives.
• Participate in internal training and development sessions, sharing best practices and knowledge within the team.

Person Specification

Essential Skills & Qualifications

• Fluent in written and spoken English.
• Strong relationship-building skills, with the ability to engage with clients and stakeholders at various levels.
• Excellent communication skills, with the ability to clearly convey customer insights and recommendations.
• Good analytical skills, with the ability to interpret customer data and metrics to improve service and drive success.
• Solid understanding of customer retention strategies and how to drive client satisfaction.
• A proactive approach to solving problems, with a focus on delivering client value.
• Detail-oriented, with the ability to manage multiple customer accounts and priorities efficiently.
• Self-motivated, with the ability to work independently and collaboratively across teams.
• Able to work effectively in a fast-paced environment with competing priorities.

Desirable Skills & Qualifications

• Previous experience in a Customer Success, Account Management, or similar client-facing role, ideally in a B2B or SaaS environment.
• Experience working with customers to deliver training or consultative support.
• Prior experience in a data-driven environment, using insights to enhance customer engagement strategies.