Job Type Full-time Description About Us Nuqleous, a fast-growing startup specializing in predictive retail analytics, seeks an experienced and tech-savvy Customer Success Manager to join our team. In this crucial role, you will serve as our customers' named resource and foster a long-term business partnership. You will develop deep relationships with customer teams, leveraging your retail and analytics expertise to drive platform adoption and improve customer health. Our equation for success: Platform Adoption + High Engagement = Revenue Retention. As a Customer Success Manager, you will ensure this equation holds by driving customer engagement and facilitating continuous value delivery from the platform. You will be:
- Supporting and collaborating with cross-functional teams, including Product, Engineering, and Support, to ensure seamless onboarding and training for new customers.
- Effectively aligning with and managing both Business & Technical Stakeholders around customer goals, ensuring value is delivered through Nuqleous.
- Supporting and collaborating with cross-functional teams to ensure seamless onboarding and training for new customers.
- Manage a portfolio of accounts with an annual recurring revenue of $1M to $1.5M.
- Customer Outcome Objectives and Success Plans: Partner with Account Executives and Solution Engineers to understand client business drivers and outcome objectives and partner with clients to develop success plans and outline value expectations.
- Renewal and Retention Management: Support the renewal process to ensure customer retention targets are met and exceeded
- Mitigate Churn: Monitor product usage and adoption, identify potential areas of concern, and develop mitigation strategies such as proactive outreach, personalized support, or executive business reviews to ensure a high renewal rate
- Cross-Sell and Expansion: Collaborate with the sales team to identify opportunities for additional licenses, features, and services within existing customer accounts.
- Data Analysis: Utilize data-driven insights (root cause analysis) to monitor customer health, identify trends, and implement proactive measures to enhance customer success.
- Thought Leadership: Support thought leadership, which drives cross-functional collaboration, improvements to processes, and accelerated customer value realization.
Requirements Qualifications Statement While having desired qualifications makes for a strong candidate, we encourage applicants with alternative experiences to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Nuqleous. We are always looking for people who will bring something new to the table! With a passion for working with customers, to ensure seamless renewals. Your Work Experience
- Bachelor's degree and 4+ years of relevant experience
- Proven experience in customer success within the SaaS industry
- Demonstrated experience developing customer success plans and enabling customer-defined value to be realized
- CRM end-user proficiency is required (Salesforce, HubSpot preferred), and CRM administration experience is a plus.
- Experience using Customer Success tools is preferred
- Ability to manage a portfolio of accounts of various sizes, balancing strategic relationship-building with tactical execution in a fast-paced, dynamic environment
- Able to operate effectively both independently and within a team
- Takes initiative, is intellectually curious, and has a strong desire to learn
- Excellent communication, negotiation, and presentation skills
- Strong analytical and problem-solving abilities
- Results-driven with a track record of meeting and exceeding customer success targets
Nice to Have:
- Prior experience in the Consumer-Packaged Goods industry is a strong plus.
- Understanding of Key Performance Indicators (KPIs) including.
- Customer retention rate.
- Time to First Value (TTFV) for new clients.
- Annual recurring revenue (ARR) growth within managed accounts.
- Upsell/cross-sell revenue growth within high-value accounts
Salary Description $80,000 - $120,000