Customer Success Manager
One Door
Full-time
On-site
Boston, Massachusetts, United States
We are seeking a passionate Customer Success Manager to partner with our customers to drive long-term growth and success with One Door. As part of the Customer Success Team, you’ll focus on retaining and growing our customer base. With a tailored plan for each customer, you will build and nurture deep relationships with customers and executives that create One Door promoters and help customers achieve their desired outcomes.
RESPONSIBILITIES
- Own and manage a book of business comprised of mid-market customers, from post-implementation through ongoing adoption, expansion, and renewal
- Foster customer health throughout the customer journey with proactive monitoring of engagement and adoption, implementing at-risk playbooks as needed to mitigate churn
- Lead Business Reviews and engage with customer executives to assess progress toward set goals and communicate One Door’s business impact
- Identify growth opportunities and execute all upsells and expansions
- Serve as an internal advocate for customers and contribute to cross-functional efforts to solve for customer needs and drive customer satisfaction
- Synthesize customer feedback and advocate for customers with the One Door product team, helping to shape the evolution of the One Door platform
- Contribute to various projects as part of a collaborative, positive team environment
QUALIFICATIONS
- 3+ years experience as a Customer Success Manager working with medium to large global enterprise organizations in a SaaS environment
- Experience owning customer expansions and renewals, with a strong attention to detail
- Track record of building deep relationships with customers and creating advocates
- Excellent communication with clear, concise writing and presentation skills
- Strong analytical skills with a focus on interpreting and communicating customer data and trends
- Lead with curiosity and the drive to keep growing
- Adapt easily to change and working in a fast-paced environment
- Bonus:Experience in retail and retail software
- Must be able to work in Eastern Time Zone (EST) to support customers in proximate time zones