Senior Customer Success Manager

About the Company

Founded in 2006, Alchemer is a powerful survey and data insights platform that empowers business professionals to make informed decisions. As SaaS application software, it offers user-friendly data collection tools for understanding customers, markets, and employees in real time and communicating this information across an organization. Alchemer provides data insights in over 205 countries, with 50,000 new surveys created and 5 million responses collected every week.

Core Values

• Be Curious: We ask questions, seek to understand others, and stay curious about the problems we solve. Curiosity fuels creativity and innovation—and helps us build better solutions.
• Customer First: We put people at the center of what we do—listening with care, acting with empathy, and going the extra mile to support those we serve. This means understanding the needs of anyone we impact, whether a customer, coworker, or end user, and doing right by them.
• Own the Outcome: We take initiative and do what it takes to deliver results. With resourcefulness and resolve, we overcome obstacles, follow through on commitments, and hold ourselves accountable—because each of us is empowered to make an impact.

Responsibilities

• Maintain, nurture, and support a subset of Alchemer customers through all phases of the customer lifecycle, from onboarding through building value and renewals.
• Own the renewals cycle, proactively alerting customers to contract status, guiding them through the renewal process (including pricing and new user onboarding), and forecasting renewal bookings.
• Maintain a customer health dashboard, providing insight into key measurements: (1) utilization, (2) adoption, (3) program governance, (4) business impact, and (5) customer satisfaction.
• Develop best practices for customers to improve these measurements, consulting with key customers to encourage adoption of Alchemer’s products across multiple parts of their business.
• Establish a trusted and strategic advisor relationship with customers, building customized programs and providing value throughout the partnership.
• Proactively identify workflow and customer experience improvements, consult on change management practices, and deploy programs to a broader audience of stakeholders.
• Plan and deliver program and executive business reviews.
• Ensure customers are fully satisfied, sustain exceptional customer retention, and maximize sales opportunities for new products in the installed base.
• Identify and support expansion opportunities, partnering with Sales to successfully close them.

Requirements

• 2+ years of prior experience in Account Management, Customer Success, or equivalent history of increasing customer satisfaction, adoption, and retention in a customer-facing role.
• Domain knowledge in customer experience or business process automation, with strong operations, workflow, and/or internal and external customer survey tools preferred.
• Experience working with teams at Fortune 1000 customers, consultatively identifying customer problems, and digging deep to find root causes and craft solutions aligned with their business case.
• A track record of meeting or exceeding quota through upselling and customer renewals.
• Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail.
• Outstanding presentation skills that represent our solution with energy and depth.

Benefits

• Health and disability coverages.
• 401(k) with per-payroll match and immediate vesting.
• Unlimited time off.
• Twelve paid company holidays.

Pay

Compensation includes an annual base salary of $90,000 with annual commission potential of up to $30,000.

Alchemer is taking applications for this position from candidates who are legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.