Customer Success Manager

at  Exostar LLC

BASIC REQUIRED QUALIFICATIONS:

• 5+ years of experience in a Customer Success or similar customer-facing role
• Experience managing and closing client renewal portfolios of $3M+ annually
• Experience generating and closing expansion opportunities of $250K or more
• Problem-solving mentality and a desire to see customer issues through to resolution
• Passionate commitment to helping customers be successful
• Strong executive presence and ability to engage with customers at all levels
• Possess the ability to manage and influence through persuasion, negotiation, and consensus building
• Demonstrate excellent attention to detail

EXPERIENCE

Required

• 5 year(s): Customer Success or Customer Facing Role

• Working directly with assigned customer accounts to realize value from their respective Exostar solution(s) resulting in revenue renewal and expansion contract closings.
• Maintaining an in-depth understanding of assigned customers’ operating processes to support their ongoing usage within their respective Exostar solutions, and recommend new products and services for expansion.
• Maintaining a list of prioritized open items and working with internal stakeholders at Exostar to drive resolution, while providing ongoing updates to the customer.
• Delivering ongoing operational reviews with assigned customer accounts to discuss open support items and review case metrics.
• Working with the services delivery teams to ensure we are executing on our services delivery engagements, and our extended support contracts, for those named customers under their management.
• Providing mentorship and training as needed for junior Customer Success team members.
• Supporting development and implementation of any necessary systems and tools to provide key business information and metrics to highlight the team’s performance and effectiveness.