Senior Customer Success Manager - Remote - United States

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  Partner with Knotch Account Directors to build growth strategies for your accounts and work with them through renewal and upsell conversations.
• Work closely with the product, engineering, sales, and marketing teams to bring the customer voice into their key conversations.
• Develop a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors
• Be responsible for the onboarding process, conduct hands-on training on the platform, answer ad hoc business/strategy questions, and share methodologies and insights from your wealth of knowledge.
• Build strategic frameworks for the different user personas who can get value from the data in the system.
• Plan and execute success plans and business reviews with client executives.
• Regularly monitor account health and adoption to find opportunities to help customers acquire maximum value from Knotch
• Project manage the customer journey using internal and external resources as needed
• Teach your customers how to derive valuable insights
• Gain a deep understanding of the business needs of your clients
• Effectively prioritize in order to deliver on key business objectives

What skills and experience do you need?

• Prior experience (5-7 years) in a customer success/account management role with a track record working with large enterprise customers.
• Proven ability to navigate sophisticated Enterprise organizations to accelerate product adoption, influence collaboration, and promote opportunities for growth.
• Experience prioritizing multiple business units of the same customer.
• Shown ability to learn and explain a technical product or concept.
• A customer-focused mentality and passion for customers’ success with the ability to balance the needs of the customer with those of the business.
• The desire to become a Data Monster; someone who persistently looks at data to uncover business insights and drive decision-making.Deep knowledge of SaaS products and services.
• Passionate about customer success and positively impacting the working lives of people in large organizations.
• Ability to contribute to building new processes and systems.
• Clear and thoughtful communicator with excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users.
• Polished relationship builder, passionate about driving value for customers.
• Comfortable with ambiguity and will be curious to find the answer to complex problems.
• Empowered to be a builder and create processes with the team.
• Ready for a role that requires strong leadership, committed priority management, and high emotional intelligence.
• Comfortable giving presentations to groups of any size & audience - from everyday end-users of the app to a high-level executive.
• Great problem-solving skills, taking a consultative approach to finding the best solution.
• Curiosity, Grit, Persistence

Customer Success top skills & proficiencies:

• Organization and Project Management
• Excellent written and oral communication: clear, candid, timely
• Teamwork and collaboration
• Planning
• Building Relationships
• People Skills
• Initiative
• Desire to exceed expectations
• Customer Focus-Centric
• Emphasize Excellence
• Manage Multiple Projects
• Attention to Detail
• Strong relationship builder/collaborators
• Understands the customer is always in the center - customer-centricity
• Cross-functional
• Data focused
• Strong follow-up
• Time management and organizational skills
• Ability to handle tough conversations