Customer Success Lead: Renewals & Growth

granum; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Bonus program

Job summary

Granum seeks a Customer Success Manager to own client relationships after implementation. Leverage direct client feedback and data-driven analysis to craft strategies that increase value and reduce churn, while driving expansion of the LMN platform across a North American client base.

You will partner with Sales, Product, Marketing, and Implementation to ensure customers achieve their goals, improve satisfaction, and renew contracts.

Qualifications

• Executive presence and exceptional communication skills; highly organized, collaborative and detail oriented.
• Ability to create structure in ambiguous situations and design effective processes.
• Experience working with cross-functional teams (Sales, Product, Marketing, Implementation).
• Experience building and maintaining relationships, while mitigating churn and driving engagement and renewals.
• Strong analytical skills with the ability to translate data into insights; Excel experience helpful.

Responsibilities

• Directly responsible for renewals and expansion, collaborating with teammates to generate opportunities.
• Create and monitor customer health metrics to identify churn risks and ensure value delivery.
• Audit customer adoption trends to pinpoint experiences needing simplification in the product.
• Manage NPS process end-to-end and work with detractors to improve the LMN experience.
• Represent the voice of the customer when evaluating product, marketing, and sales processes.
• Provide insights to customers to maximize platform value and grow the customer base.

Skills

Executive presence

Communication skills

Organized

Detail oriented

Cross-functional

Relationship building

Analytical skills

Excel

Tools

ChurnZero

CRM

Job description

Granum seeks a Customer Success Manager to own client relationships after implementation. Leverage direct client feedback and data-driven analysis to craft strategies that increase value and reduce churn, while driving expansion of the LMN platform across a North American client base.

You will partner with Sales, Product, Marketing, and Implementation to ensure customers achieve their goals, improve satisfaction, and renew contracts.