Customer Success Manager

Customer Success Manager

Under the direction of the CSM leader, the Customer Success Manager will support our customer growth journey. The Customer Success Manager will engage a large book of assigned clients to retain accounts and maximize value from the partnership. This role will drive the renewal process and seek revenue expansion opportunities through proactive pipeline generation while supporting high client adoption, utilization, and ensuring customers receive an exceptional experience. This role is ideal for an individual who thrives in a fast-paced environment, juggling multiple priorities, while passionately building and growing long-term customer relationships.

The CSM team helps advocate for the voice of the customer, streamline processes, and act as a liaison with internal departments to continue enhancing the strategic value of our solutions and support the achievement of our growth objectives.

What You'll Do:

• Achieve or exceed recurring revenue retention, pipeline generation, and growth goals for assigned client portfolio as stipulated in the Sales Compensation Plan incentive agreement
• Manage high-volume subscription cycles and maintain positive relationships with clients, ensuring retention, account growth, and enabling on-time SaaS contract renewals
• Proactively inform clients of the availability and value of new products and features to develop a pipeline of up-sell and cross-sell opportunities for the Account Executive team
• Proactively communicate and engage with clients to prepare and process the account for renewal, and identify any risk of churn to develop account retention strategies as needed
• Support the professional services team in identifying and recommending additional training & admin certification opportunities
• Track and forecast customer health, renewal, and growth metrics across the assigned book of clients and provide reporting to leadership as requested
• Collaborate cross-functionally to streamline renewal and contracting processes, and advocate or escalate client needs and concerns to ensure high client satisfaction
• Maintain account documentation and hygiene, including capturing, updating, and reporting pertinent or required data in the CRM, or other systems as required
• Attend and actively participate in meetings, including but not limited to recurring team meetings, trainings, and 1:1's with leadership, territory or pipeline reviews, Community Updates, Marketing, Product or cross-functional updates and other meetings as required
• Stay informed of industry needs or potential trends and market competition
• Adhere to departmental standards, workflows, SLA's and other metrics or processes as required
• Travel to regional summits, client site meetings, industry or company events, and other onsite meetings as required
• Additional duties as assigned

Requirements:

• Degree or the equivalent combination of education and relevant work experience
• Experience and demonstrated success with renewing & retaining customer contracts, up-selling, advocacy, or engagement, such as post-sales account management or business development functions, preferably in a SaaS-based organization
• Experience and demonstrated success providing a high level of customer satisfaction and the ability to showcase and drive product value in a high-volume environment, ensuring customer adoption, long-term retention, and wallet expansion
• Proven to be a self-starter and work independently within a highly collaborative and team-oriented environment
• Strong verbal and written communication, negotiation, presentation, and interpersonal skills, with the ability to influence executives or c-suite level
• Strong time management and organizational skills, with the ability to thrive in a fast-paced environment, while quickly adjusting to changing priorities
• High attention to detail and strong analytical, problem-solving and critical thinking skills
• Strong technical aptitude to learn new systems and knowledge of MS Office Suite, CRM, Gong or other similar technologies tools
• Familiarity with MEDDICC Selling, or another similar consultative sales methodology and ability to incorporate Force Management principles, including Command of the Message, value frameworks, and outcome-focused messaging
• Knowledge or direct industry experience with fire, emergency services, healthcare or hospitals preferred
• Ability to travel based on customer and business needs and the location of customers, up to 25%

This role can be performed 100% virtually anywhere in the US while following our Remote Work Policy. Deadline to apply is at least 3 days after the posting date listed.

Position Salary Range: The annual base salary range for this full-time role is $80,000- $100,000 USD + bonus + benefits + perks + community gains. Within the range, individual pay is determined by job-related skills, education or training and other relevant qualifications.

ImageTrend is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.

If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at View phone number on click.appcast.io, and ImageTrend will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

ImageTrend participates in the Electronic Employment Verification Program (E-Verify) to validate employee Form I-9 documentation. Please visit everify.gov to learn more.