Customer Success Manager

Equifax, Inc.; Boise (ID); On-site; USD 90,000 - 140,000; Full time

Job summary

Equifax, Inc. is seeking a Customer Success Manager - Career to optimize the customer experience across the lifecycle and manage post-sales implementation programs, ensuring customers realize value from Equifax solutions.

The role focuses on driving adoption, renewals, and retention by collaborating with internal teams and the client, acting as a trusted adviser and advocate throughout the customer journey.

Qualifications

• Knowledge of customer success processes.
• 5–7 years in sales-related client-facing roles.
• Experience with complex, multi-divisional customers.
• Ability to design processes in ambiguous situations.
• Experience collaborating 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 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

Skills

Customer success processes

Cross-functional teams

Project management

Communication

Client-facing

Education

Bachelor's degree

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