Customer Success Manager, Loqate
About the role
We are hiring for two Customer Success Manager positions: a Mid-Market Customer Success Manager and an Enterprise Customer Success Manager. Both roles focus on customer outcomes, retention, and growth.
Responsibilities
Own the customer onboarding process to ensure a smooth implementation and quick time to value
Help design and measure health metrics and implement improvement plans as required
Build relationships with existing contacts and identify new contacts to deepen engagement
Responsible for contract renewals including revenue retention and growth
Craft and execute key engagements during the customer lifecycle including business reviews, internal account plans, and renewal engagements
Proficient in GBG’s solutions and the value they provide across various use cases
Understand your customer’s needs to guide them through best practice product adoption
Leverage internal tools to monitor daily volumes to identify any peaks/valleys within current solutions and facilitate appropriate actions and resolutions where needed.
Qualifications
Previous experience working directly in customer facing roles including day-to-day and senior level engagements
Passion for providing a best-in-class customer experience
Owning and managing customer meetings including business reviews
Developing customer account plans and/or SWOT analysis
Ability to translate data into compelling success stories
Comfort working cross-functionally across a variety of internal departments in a fast-paced environment
Proactive mindset in identifying solutions for customers and ability to manage through execution
Interest in product capabilities and how to apply them as solutions for customer needs
Agility to work in grey areas and apply an entrepreneurial mindset to tackle new challenges
Curiosity in new ways or operating including leveraging AI to provide value to our customers quicker and more efficiently
Familiarity working with Microsoft Office, Salesforce, Power BI/Tableau, Gong, and/or Customer Success platforms
Experience in location addressing or related industries such as fintech, banking, gaming, lending, insurance, retail, or technology is a strong plus
Additional Qualifications - Mid-Market CSM
Experience managing a portfolio of Mid-Market accounts
Strong organizational and prioritization skills across multiple customer relationships
Additional Qualifications - Enterprise CSM
Experience supporting Enterprise or strategic accounts
Proven success partnering with executive stakeholders
Ability to navigate complex organizations and influence strategic business outcomes
Experience building executive business reviews and long-term account strategies