Customer Success Manager

Verifiable is seeking a Customer Success Manager to drive customer satisfaction, retention, and growth across a portfolio of customers. This role will serve as a primary point of contact, supporting onboarding, driving adoption, identifying growth opportunities, and ensuring customers realize value from Verifiable.

You’ll work cross functionally with Product, Solutions, Enablement, and Support to deliver a strong customer experience and build long term relationships.

Key Responsibilities

• Develop advanced product knowledge of Verifiable’s suite of products and advise on product best practices and techniques to drive adoption and customer ROI.

• Proactively manage customer relationships from implementation hand-off through renewal and beyond.

• Drive world-class customer retention by establishing a trusted advisor relationship that drives strong product adoption and value delivery and creates customer advocates.

• Develop an in-depth understanding of each customer’s business goals, initiatives, and use cases to support their business objectives based on their unique use cases.

• Lead Quarterly Business Reviews to demonstrate ROI to executive-level stakeholders, align on current and upcoming business objectives, and share key product updates to drive greater customer value.

• Proactively assess customer risk and barriers to value realization. Play a leading role to diagnose causes of customer challenges, create remediation plans and guide the execution of customer recovery plans.

• Support renewals through regular quarterly account reviews and business planning.

• Collect customer product requests and contribute to Verifiable’s development process. 

• Provide ongoing recommendations and serve as the voice of the customer to internal teams.

• Contribute to internal growth initiatives for the CSM and other teams.

Qualifications

• 3+ years of experience in a customer success or account management role, preferably in an enterprise SaaS environment.

• Strong knowledge of Salesforce, including custom configurations and integrations preferred.
• Solid understanding of technical concepts to provide high-level guidance with implementation and solutions.

• Ability to thrive in a fast moving, rapidly transforming  environment. 

• Proven track record interacting and partnering with C-level, VP, and Director level clients. 

• Outstanding interpersonal skills with a broad range of external and internal teams.

• A strong sense of ownership and demonstrated history driving outstanding customer outcomes.

• Ability to communicate effectively via phone, web conference, and in writing.

• Bachelor’s degree in a related field or equivalent years of proven experience required.