Customer Success Manager (CSM)

equifax; United States; Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Healthcare

401k matching

Paid time off

Career growth platform

Job summary

Equifax is seeking a proactive Customer Success Manager to partner with clients, deliver maximum value from solutions, and drive retention and revenue growth. You will engage clients, understand their objectives, and advocate for solutions that meet business needs.

The role requires 2+ years in customer-facing roles, a bachelor's degree, and the ability to travel up to 25%. You will collaborate across teams, educate clients on business value, and support successful platform adoption.

Qualifications

• 2+ years of experience in a Customer Success, Account Management, or other Client-Facing role.
• Bachelor's degree (or higher) required, or equivalent industry experience.
• Self-starter with initiative and strong problem-solving abilities.
• Ability to manage daily client communications, including escalations and problem management situations.

Responsibilities

• Develop strong relationships with clients by maintaining a high level of engagement and aligning business objectives.
• Maintain a deep understanding of our solutions, client base, and best practices.
• Act as a trusted advisor and advocate for the client to ensure success and maximum value.
• Educate clients on business value and best practices.
• Provide business insights through client value presentations and reviews.
• Identify growth and upsell opportunities and coordinate with the Account Executive.
• Assess customer health by monitoring product usage and issues.
• Coordinate with COE teams to address client needs and provide solutions.
• Relay feedback and identify trends to address underlying issues.
• Ensure transparent status updates from submission to resolution and escalate as needed.
• Participate in the customer life cycle from prospect to renewal.
• Contribute to CS program development and training efforts.

Education

Bachelor's degree (or higher)

Job description

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

A Customer Success Manager (CSM) is a self-starter who demonstrates an owner's attitude towards our clients. The CSM partners with clients to identify and meet business objectives, ensures clients receive maximum value from our solutions, and provides proactive support with the goal of promoting overall customer satisfaction, product adoption, retention, and revenue expansion.

What you will do

• Develop strong relationships with our clients by maintaining a high level of engagement, aligning business objectives, and providing raving fan service
• Maintain a deep understanding of our solutions, client base, and best practices
• Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt a new platform/service
• Educate clients on business value of solutions and application of best practices
• Provide business insights through client value presentations, Quarterly Business Reviews, and other methods
• Identify potential growth and upsell opportunities to expand revenue, engaging the Account Executive at the appropriate time to hand off the opportunity.
• Assess customer health by monitoring product usage, reported issues, and other success metrics
• Act as a liaison between internal COE teams to ensure customer needs are being met and to create solutions to client pain points; coordinating amongst technology, sales, marketing, finance, and product teams
• Identify trends and relay feedback internally to appropriately address underlying issues
• Provide clients full transparency on status of issues / requests from submission through resolution, working across teams and driving the escalation process as needed
• Actively participate in the customer life cycle process, from prospect to renewal
• Participate in CSM program development and improvement activities
• Facilitate customer account changes, product set up and billing research/corrections
• Work with Sales and other Learning & Development teams to facilitate customer training as needed

What experience you need

• 2+ years of experience in a Customer Success, Account Management, or other Client-Facing role
• Bachelor's degree (or higher) required, or the equivalent years of industry experience
• Self-starting, high-energy go-getter who takes the initiative to own a problem/request and get things done
• Ability to troubleshoot and solve business and basic technical problems
• Ability to effectively manage daily client communications, including escalations and problem management situations
• Proven ability to interface and consult proficiently and professionally with production teams, technology, sales representatives and clients to provide the total solution
• Must be able to work autonomously and collaborate as part of a team
• Displays passion for the customer experience and the desire to look for and uncover opportunities to improve customer satisfaction
• Ability to travel occasionally (up to 25% of the time)

What could set you apart

• Possesses strong analytic skills; process improvement and project management capabilities a plus
• Excellent verbal and written communication skills, including formal as well as informal client and internal presentations
• Exhibits confidence and is calm under pressure

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Primary Location

• USA-St. Louis-Clayton
• USA-Missouri-Remote

Function

Function - Sales and Account Management

Schedule

• Full time