Customer Success Manager

What You’ll Do

• Strategic Customer Engagement
• Serve as the primary trusted advisor and advocate for key client stakeholders, ensuring long-term success, strategic alignment, and maximum value realization from Equifax solutions.
• Proactively monitor and maintain customer health, leading executive service reviews (QBRs/ABRs) to quantify realized business value and drive adoption, usage, and net retention.
• Act as the high-level point of contact for complex issues, providing clients transparency on the status of issues/requests and translating customer needs into technical requirements for internal teams.
• Participate in the implementation process solely to build foundational relationships and ensure a seamless hand-off to the post-implementation phase (implementation team manages project execution).
• Customer Relationship & Growth Strategy (Retention & Expansion)
• Own the full strategic contract renewal cycle for the assigned portfolio, developing data-backed retention strategies and utilizing relationship health indicators to drive successful deal closure.
• Actively identify and position opportunities for product penetration and expansion, working with Account Executives (AEs) using strategic account planning frameworks (e.g., GOST) to drive growth.
• Provide critical customer context and data to assist in the development of Request for Proposal (RFP) responses and support the broader sales organization.
• Product & Process Optimization
• Champion the voice of the customer to inform product roadmaps, coordinate internal Center of Excellence (COE) teams, and drive enhancement prioritization based on documented user needs.
• Educate clients on the business value of solutions and deliver comprehensive training and subject matter expertise, including periodic travel for on-site customer training sessions and conferences.
• Drive customer advocacy in resolving issues and serve as the strategic liaison for complex support tickets, translating technical issues and solutions to drive long-term process improvements.
• High-Impact Internal Collaboration
• Serve as a subject matter expert, acting as the connecting thread for internal teams with the customer and advocating for the customer's best interests in cross-functional meetings (Product, Engineering, Sales).
• Act as the primary communicator during major incidents, providing timely updates, delivering Root Cause Analyses (RCAs), and representing the customer's interests during system migrations and major projects.

What Experience You Need

• 5+ years of experience in Customer Success, Account Management, or a Strategic Consulting role (required) within the SaaS or Public Sector technology space (preferred).
• Proven track record of managing and successfully renewing multi-year, large-scale enterprise contracts, demonstrating strong financial acumen in retention.
• Demonstrated experience in developing and delivering data-driven business reviews (QBRs/ABRs) and value presentations to executive-level stakeholders.
• Expertise in leveraging CRM systems (e.g., Salesforce) for account planning, forecasting, and tracking customer health metrics.
• Experience working with complex, multi-divisional, multi-geographical customers.
• Bachelor's degree in a related discipline or equivalent experience.
• Ability to travel periodically for client meetings, business reviews, conferences, and training events.
• Ability to travel up to 25%.