Customer Success Manager

Precisely; Burlington (MA); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading data integrity company is seeking a Customer Success Manager in Burlington, MA. This role involves supporting 40+ accounts with a focus on customer retention, engagement, and expansion. Candidates should have over 5 years of experience in account management and possess polished communication skills. The position offers a chance to contribute to a culture of innovation and career development.

Qualifications

• 5+ years experience managing land-and-expand account strategies in a customer interaction role.
• Demonstrated history of strong client retention through client engagement and renewal negotiation strategies.
• Ability to manage multiple customer issues, deadline-driven tasks and projects concurrently.

Responsibilities

• Drive engagement through consistent communication with stakeholders.
• Own and drive the renewal process with customers beginning 120 days in advance.
• Identify upsell and expansion leads by leveraging existing relationships.

Skills

Customer Retention

Engagement Strategies

Negotiation Skills

Communication Skills

Self-Starter

Education

Bachelor’s degree in business or related field

Job description

Precisely is proud to be an Equal Opportunity and Affirmative Action employer. We celebrate everything that makes an applicant unique. We will consider all qualified applicants without regard to race, color, creed, religion, sex (including pregnancy), age, sexual orientation, gender identity, gender expression, national origin, ancestry, physical or mental disability, marital status, genetic information, citizenship status, or veterans’ status or other applicable legally protected characteristics. We are committed to providing reasonable accommodations for candidates with disabilities in our recruiting process.

Position Title:

Customer Success Manager

Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated (Precisely) is unlawful. If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.

Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents.

Overview:

We are looking to grow our Customer Success Team to further strengthen partnerships with our customers. As a Customer Success Manager, you’ll be responsible for the support of 40+ accounts and have three primary functions: Customer Retention, Engagement and Expansion, ensuring the highest customer satisfaction. The ideal candidate must have experience in consultative, product-oriented software account management, polished communication skills and a strong understanding of both technical solutions and business drivers.

What you will do:

• Drive engagement through a consistent cadence of communication with strategic stakeholders and business users to ensure they have the resources, training, and skills needed to use product(s) effectively, ensuring strong client retention at time of renewal.
• Facilitate CORs (Customer Objective Reviews) and other strategic partnership planning conversations with client and assigned Precisely account team and leadership.
• Accurately forecast upcoming renewal risk for territory typically 12-18 months out.
• Own and drive the renewal process with customer beginning 120 days in advance to structure renewal options, identify product add-ons/upsell opportunities: including negotiations with procurement and budget stakeholders to close renewal on time. This may require a close collaborative partnership with Director of Contracts & Renewals and assigned Account Executive.
• Identify Upsell and Expansion leads by leveraging the existing footprint and relationship at each customer to expand the current license(s), add new products and/or professional services, cross-sell into new areas of the organization (different division, line of business, etc.) where new relationships needed to be established. This will be done in direct coordination and partnership with assigned Account Executive.
• Monitor or advocate priority escalation on open support/enhancement tickets for prompt resolution.
• Coordinate the onboarding of new clients or lines of business within existing accounts, for clients of our Precisely Data Integrity Suite only.

What we are looking for:

• 5+ Years experience managing land-and-expand account strategies in a customer interaction role.
• Demonstrated history of strong client retention through client engagement and renewal negotiation strategies.
• Bachelor’s degree in business or related field.
• Equivalent experience will be accepted in place of the education requirement.
• Previous experience in the enterprise data and analytics market; data catalog, metadata management, data quality and/or data analytics markets preferred.
• Must be a self-starter, able to work autonomously and with minimal supervision.
• Ability to manage multiple customer issues, deadline-driven tasks and projects concurrently.
• Ability to escalate customer issues by aligning and communicating with internal resources.
• Strong interpersonal skills and ability to work in matrixed organizations.
• Experience leading and executing customer meetings and events.
• Skilled in communicating with C-level suite of organizations.
• Results-oriented with a focus on customer satisfaction and retention.

Precisely handles the personal data of job applicants in accordance with relevant laws. For more information, please see the Precisely Candidate Privacy Notice.

Equal employment opportunity, including veterans and individuals with disabilities.