Growth-Driven Customer Success Manager (Renewals & Upsells)

Merge; New York (NY); On-site; USD 125,000 - 150,000; Full time

Benefits offered by this job

Unlimited PTO

10 company holidays

Health insurance

401K Plan

Home office stipend

In-office snacks & dinner

Job summary

Merge is looking for a Customer Success Manager to lay foundations for repeatable revenue growth. You will work with technical stakeholders at customers to accelerate and troubleshoot issues, and manage the post-sales journey from onboarding to renewal, collaborating with sales and professional services to ensure customers adopt Merge.

The ideal candidate will have 3+ years in customer success or account management for software products, an advocacy mindset for clients, autonomy to own

Qualifications

• 3+ years in Customer Success or Account Management for software products.
• Advocates for customers and acts as an extension of their team within Merge.
• Able to own the customer portfolio and make key decisions, including when to involve executives.
• Adaptable in a fast-moving startup environment and able to improvise when playbooks don’t exist.
• Collaborative and a strong team player.

Responsibilities

• Directly engage with technical stakeholders at customers to accelerate and troubleshoot issues.
• Manage the post-sales journey from onboarding to renewal and ensure adoption of Merge.
• Oversee a portfolio of 40-50 commercial customers.
• Support customer contracts renewals and identify upsell opportunities.

Skills

Customer Success

Account Management

Autonomy

Entrepreneurial mindset

Team player

Job description

Merge is looking for a Customer Success Manager to lay foundations for repeatable revenue growth. You will work with technical stakeholders at customers to accelerate and troubleshoot issues, and manage the post-sales journey from onboarding to renewal, collaborating with sales and professional services to ensure customers adopt Merge.

The ideal candidate will have 3+ years in customer success or account management for software products, an advocacy mindset for clients, autonomy to own