Sr. Customer Success Manager

Job Description

As our Sr. Customer Success Manager, you will be in constant interaction with our clients to provide the best customer experience and, of course, maintain our current churn rate (which is really low!). We are looking for a Sr. Customer Success Manager to help us strategically guide our customers to maximize the value from our product and enable them to achieve their business goals protecting their online revenues.

You will leverage your experience and passion in relationship management, creative problem solving, and Customer Success to drive business outcomes for your customers while being responsible for best-in-class user adoption, revenue retention & growth, and customer advocacy.

Qualifications

• Exceptional ability to build and maintain strong trusted relationships with customers, from end-users through to executive sponsors, navigating large, complex organizations to elevate the perception of Red Points from a “vendor” to “partner”, ensuring they have a consistent, best-in-class experience in every interaction with Red Points.
• Commercially savvy and extremely efficient at spotting, nurturing, and closing growth opportunities with your book of existing customers.
• Able to engage with customers during onsite and virtual quarterly business reviews, where you influence through performance metrics and strategic discussions on their achievement of business goals.
• A team player with a positive attitude, strong interpersonal skills, and the ability to multitask.
• Ability to thrive in an environment of ambiguity, and an ability to frequently switch gears with ease.
• Organized and able to work under pressure - you are comfortable working in a fast-paced environment, can juggle multiple tasks at the same time, can ensure that important but non-urgent matters are given sufficient priority.
• Extremely perceptive and highly emotionally intelligent, making you agile in adapting your executive presence and approach to any audience.
• To become a product expert — you can articulate the vision of the product, and you can give an effective demo. Be the ultimate storyteller in showcasing the compelling impact on your customers' business made possible by their use of Red Points.
• A high level of drive for execution and desire to be the best.
• Data and technology literate - you are comfortable working with, manipulating, and interpreting data sets. You’re comfortable understanding technical issues, and being able to communicate with technical people both internally and externally.

Additional Information

• We offer 100% employer-paid Medical (most plans), Dental, and Vision insurance plans.
• We offer complimentary One Medical membership, TalkSpace membership for online mental health therapy, and Peloton App membership.
• We offer access to Kindbody, a gynecology, fertility, and family planning benefit.
• We offer Employer matching of your 401(k) contributions, Paid parking in a beautiful WeWork location, and Paid Parental Leave for primary and secondary caregivers.
• We have a learning culture with individualized development plans that focus on personal and professional growth.
• We have a fun and fast-paced startup environment with cool people and team building events.
• We have a flexible work environment to promote work/life balance.