Customer Success Manager

About the job:

The Customer Success Manager role is responsible for implementing customer success strategies to drive customer onboarding, product adoption, customer satisfaction, and long-term customer retention. The role will collaborate with cross-functional teams in the BUs, including project management and technical sales specialists, as well as across center-led sales and marketing, to deliver exceptional customer engagement. The goal is to understand customer needs, craft customer success plans, guide customers in the adoption of products or services, and contribute to high levels of customer satisfaction and product usage, ultimately increasing customer lifetime value.

Responsibilities:

1. Customer Relationship Management: Oversee the identification of customer requirements and pain points to address them by directing them to relevant internal stakeholders (BUs, sales, product teams, etc.) or enabling the team to liaise internally. Build trust with customers by demonstrating expertise, reliability, and a genuine commitment to their success. Conduct regular check-ins and meetings with key customers to understand their business objectives, challenges, and requirements. Ensure clear communication of scope of services, timelines, and deliverables to ensure alignment between ADC and the customer in collaboration with sales and BU teams. Anticipate potential issues or challenges that customers may encounter and provide proactive support and guidance to mitigate them. Recognize and celebrate key milestones, achievements, and successes with customers to reinforce positive relationships and build loyalty.
2. Customer Feedback Management: Guide the implementation of methods for gathering feedback from customers, such as surveys, interviews, customer advisory boards, and feedback forms. Lead the active solicitation of feedback at different touchpoints throughout the customer journey, including onboarding, usage, and renewal stages. Use customer feedback and data analysis to identify areas for improvement in ADC's products, services, or processes. Collaborate with product management and development teams to translate customer feedback into actionable product enhancements and new feature ideas.
3. Customer Risk Management: Regularly monitor account health, identify risks of churn, and work proactively to eliminate those risks. Stay vigilant for signs of potential crises, such as drops in customer satisfaction scores, increased support tickets, or negative feedback from key accounts. Monitor customer sentiment and engagement metrics to identify emerging issues or trends. Escalate critical issues or roadblocks that require urgent attention from senior leadership or specialized teams.
4. Renewal and Upsell: Identify renewal and upsell opportunities; work with sales and marketing teams to ensure growth and increased footprint within the customer account.
5. Customer Education: Conduct onboarding sessions to familiarize new customers with features, functionalities, and best practices. Develop educational resources such as user guides, tutorials, videos, and knowledge base articles. Organize webinars, workshops, and online training sessions to provide in-depth insights. Educate customers about the benefits and value proposition of the company's products or services, emphasizing how they can address pain points and achieve their outcomes.

Minimum qualifications:

• Bachelor's or Master's degree in business administration with a specialization in marketing.
• At least 10 years of experience in customer management, retention, and engagement throughout the customer lifecycle, with 3-5 years in a leadership role managing key customer relationships, escalations, renewals, and driving customer advocacy.