Customer Success Manager: Growth, Adoption & Retention

Equifax; St. Louis (MO); On-site; USD 70,000 - 100,000; Full time

Job summary

Equifax is seeking a Customer Success Manager (CSM) to own client relationships and drive adoption, retention, and revenue growth. You will partner with clients to achieve business objectives, provide proactive support, and serve as a trusted advisor throughout the customer lifecycle.

In this role, you will educate clients on the value of Equifax solutions, monitor health metrics, and coordinate with cross-functional teams to resolve issues and uncover opportunities.

Qualifications

• 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-starter who takes initiative to own problems and get things done.
• Ability to troubleshoot and solve business and basic technical problems.
• Ability to manage daily client communications, including escalations and problem management situations.
• Proven ability to interface with production teams, technology, sales, and clients to provide total solution.
• Ability to work autonomously and collaborate as part of a team.
• Passion for the customer experience and opportunities to improve satisfaction.
• Ability to travel occasionally (up to 25%).

Responsibilities

• Develop strong relationships with clients and maintain high engagement.
• Maintain deep understanding of our solutions, client base, and best practices.
• Act as trusted advisor and advocate for the client to ensure success.
• 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 Account Executive.
• Assess customer health by monitoring product usage and issues.
• Coordinate with COE teams to meet customer needs and resolve pain points.
• Relay feedback and trends to address underlying issues.
• Provide transparency on status of issues from submission to resolution.
• Participate in the customer life cycle from prospect to renewal.
• Support CSM program development and training as needed.
• Assist with account changes, product setup, and billing research.

Skills

Customer Success

Account Management

Client-Facing

Problem Solving

Communication

Autonomy

Education

Bachelor's degree

Job description

Equifax is seeking a Customer Success Manager (CSM) to own client relationships and drive adoption, retention, and revenue growth. You will partner with clients to achieve business objectives, provide proactive support, and serve as a trusted advisor throughout the customer lifecycle.

In this role, you will educate clients on the value of Equifax solutions, monitor health metrics, and coordinate with cross-functional teams to resolve issues and uncover opportunities.