Mend Customer Success Manager
5 days ago
We are seeking a seasoned customer success professional to join our dynamic team at Mend. As a Customer Success Manager, you will be responsible for building and maintaining long-lasting relationships with assigned accounts, ensuring customer satisfaction, and maximizing return on investment.
The ideal candidate is a results-driven, highly motivated individual with a passion for delivering value to customers. They should possess strong technical and problem-solving abilities, as well as excellent communication and interpersonal skills.
Key Responsibilities- Cultivate and strengthen relationships at all organizational levels within customer accounts.
- Oversee deployment and onboarding processes for assigned customers.
- Gain technical expertise in the company's solutions to better support customer needs.
- Serve as a trusted advisor for customers throughout their lifecycle (Implementation, Adoption, Proficiency, Expansion, and Renewal).
- Collaborate with Solution Architects, Solution Engineering, Product Management, Customer Support, and Sales teams.
- Create, deliver, and manage customer success plans that define key success factors and metrics.
- Drive customer engagement through training and best practices to add ongoing value.
- Track and analyze adoption rates for assigned accounts; align customer goals with their use cases.
- Ensure customer retention aligns with company objectives and oversee license renewals.
To succeed in this role, you should have a minimum of 4 years experience in a customer success role, managing large accounts. Native-level English proficiency is required, and experience from a SaaS B2B company is essential. Additionally, you should possess a Bachelor's degree or higher in a relevant field.
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