Who are we

- With 3500+ employees strong, valued at $4 billion, and one of the fastest growing companies in the history of enterprise software. In the age of the empowered and connected customer, we know that every experience a customer has with a brand, matters. A lot. That's why - from the very beginning we set out to build a powerful, agnostic, and first-of-its kind "social operating system" that integrates with an organization's existing infrastructure and allows employees across the front office to collaborate more effectively. This helps them deliver superior customer experiences across every social channel. Today, we're revolutionizing customer engagement in 75+ countries for more than 1000 of the most recognized brands, including Nike, JPMorgan Chase, Verizon, McDonald's, Microsoft, P&G, Uber, and more than 50% of the Fortune 50. We've spent the last eight years building the world's most complete enterprise social technology. Now we're leveraging that market-leader position to help the biggest brands on the planet take on one of the largest opportunities ever in enterprise software: unifying the front office and providing a complete customer experience platform. To achieve this, we're bringing the very best talent in the world together.

The Customer Success Team :

- Our Success Team is responsible for driving product retention, consumption, adoption and growth across a global portfolio of customers. We believe that listening and developing a deep understanding of each customers' objectives, together with the application of purpose built solutions to address those requirements at scale, is the winning formula for long term success and growth of the business.

- Our execution is defined by the 3 focus areas, or Obsessions. Our Customer Obsession is going the full distance in understanding what value means to each member of the customers' organization. Our Product Obsession is developing and refining our technology as a way of life. Our Learning obsession is constantly empowering every team member to reach their full potential. We believe that our clear vision, and robust global execution will enable us to make our customers 'happier.'

Success Manager

What You'll Do :

- You will be the owner for the set of accounts and drive product retention, consumption, adoption, engagement and growth for a set of customers.

- Deliver Value

- Be able to deliver on, and communicate the value associated with their investment in the platform

- Understand Customer's current implementation and ensure maximization of business value realized by the customer through consultative support, training, business reviews and configuration optimization

- Ensure that every customer derives the most value possible from the platform leading to retention

- Be the Strategic Advisor who Establishes and Builds Customer Relationships

- Establish and nurture senior level relationships built on trust, develop client champions, and identify key stakeholders

- Become your customer's day-to-day strategic advisor who understands their business challenges and can communicate the positive business outcomes of working

- Drive Adoption

- Empower customers to improve their end-customers' digital experiences and achieve business objectives through the adoption of product

- Develop a deep understanding of customer needs and be able to tie them to specific use cases, product features, benefits, and value propositions and ensure your team knows how to communicate them effectively

- Be hands on on the platform and updated to latest features is critical in delivering the best suited solutions to customers

- Guarantee Retention and Grow the business

- Increase renewal rates, drive adoption and consumption, improve customer satisfaction, and cultivate advocates to generate new business (upsell and cross-sell)

- Identify opportunities for customer references and case studies

- Account Governance

- Manage and track key performance indicators (KPIs) - including renewal, consumption, adoption, and expansion commitments - to ensure exceptional, predictable results

- Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives - while achieving targeted renewal rate

- Manage Internal Stakeholders

- Be a customer advocate within providing feedback to engineering teams to develop / identify new features & products

- Serve as the internal voice of the customer and advocate for your customers' needs (services, support, product management, executive alignment)

- Work closely with multiple teams (sales. support, product specialists, services etc.) within.

Who You Are & What Makes You Qualified :

- 2+ years of experience in B2B SaaS customer success, account management, product management or a strategic consulting organization

- Deep product management / evangelization experience with the aptitude to learn new products

- Experience in Web technologies, CRM or SaaS platforms and/or digital marketing experience in social platforms will be a PLUS

- MBA From Tier 1/Tier 2 or Premium Colleges is a must

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