Customer Success Manager

Equifax; Boise (ID); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Equifax is seeking a Customer Success Manager to optimize the Customer Experience lifecycle, manage post-sale implementation programs, and collaborate with customers to ensure they realize value from Equifax solutions while driving adoption and retention.

The role focuses on proactive adoption, health monitoring, and advocacy across the customer journey, partnering with Account Executives for quarterly reviews and informing product roadmaps with customer insights.

Qualifications

• Knowledge of customer success processes.
• 5-7 years of sales or client-facing experience in management consulting, customer success, account management, or business development.
• Experience promoting value through the customer experience.
• Experience working with complex, multi-divisional, multi-geographical customers.
• Ability to create structure in ambiguous situations and design effective processes.
• Experience working with cross-functional teams.

Responsibilities

• Proactively drive adoption, usage, net retention, and renewals by optimizing customer experience.
• Act as the connecting thread for internal teams with the customer across the journey.
• Drive customer advocacy in resolving issues from acquisition to adoption to value realization.
• Serve as a trusted adviser and advocate for clients.
• Create customer success plans with each client.
• Monitor and maintain customer health.
• Educate clients on business value of solutions.
• Aid customers in usage and value realization of solutions.
• Partner with Account Executives in preparing and conducting quarterly business reviews.
• Drive customer advocacy within Equifax.
• Utilize voice of the customer to inform product roadmaps.
• Coordinate internal COE teams to benefit of customers.
• Provide clients transparency on status of issues/requests.
• Assist with resolution of customer support issues.

Skills

Customer success processes

Sales experience

Value realization

Cross-functional collaboration

Problem solving

Education

Bachelor's degree or equivalent experience

Job description

The Customer Success Manager - Career is responsible for optimizing the Customer Experience lifecycle, handling post-Sales Implementation program management and collaborating with the customer to ensure they are realizing expected value from EFX solutions, as well as driving adoption and retention.

What You Will Do

• Proactively drive adoption, usage, net retention, and renewals by optimizing customer experience
• Act as the connecting thread for internal teams with the customer across the customer journey
• Drive customer advocacy in resolving customer issues from acquisition to adoption to use to value realization
• Serve as a trusted adviser and advocate for clients
• Create customer success plan with each client
• Monitor and maintain customer health
• Educate clients on business value of solutions
• Aid customers in usage and value realization of solutions
• Partner with Account Executive(s) in preparing and conducting quarterly business reviews
• Drive customer advocacy within Equifax
• Utilize voice of the customer to inform product roadmaps
• Coordinate internal COE teams to benefit of customers
• Provide clients transparency on status of issues/requests
• Assist with resolution of customer support issues

What Experience You Need

• Knowledge of customer success processes
• 5-7 years of sales experience in management consulting, customer success, account management, business development, or other client-facing role
• Bachelor's degree in related discipline or equivalent experience
• Experience promoting value through the customer experience
• Experience working with complex, multi-divisional, multi-geographical customers
• Ability to create structure in ambiguous situations and design effective processes and creatively solve problems
• Experience working with cross-functional teams
• We believe great things happen when teams connect. Our schedule is built around 4 days of high-impact, in-office collaboration (Monday-Thursday) , paired with Friday Flexibility to wrap up your week remotely.

What Could Set You Apart

• Exceptional ability to communicate and foster positive business relationships
• Ability to establish milestones and keep all team members on task; strong project management skills
• Self-driven and proactive
• Bias for action