Transfr - Customer Success Manager (Mountain West)
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Requirements
• Minimum 3 years of Customer Success Manager • Strong written and verbal communication skills • Ability to build strong relationships with customers • Ability to travel a few times a quarterly to partners • Experience with supporting and presenting QBRs • Performance Metrics: • Customer Health & Adoption: Achievement of individual book-of-business targets related to customer health, adoption, utilization, and outcomes. • Renewal Readiness & Outcomes: Position the portfolio for successful renewal by facilitating high-impact value reviews that translate product adoption into measurable business impact, ensuring the partner recognizes the necessity of the partnership. • Customer Satisfaction: Strong customer satisfaction performance as measured by CSAT and/or NPS, with consistent positive customer feedback and engagement trends.
Responsibilities
• Manage a book of business, supporting customers through onboarding, adoption, and ongoing utilization of the product. • Monitor customer health signals and proactively address risks by engaging customers, coordinating resources, and escalating issues as needed. • Conduct regular customer check-ins, value reviews, and renewal preparation conversations to ensure alignment and renewal readiness. • Partner cross-functionally with teams such as Account Management, Support, Product, Sales, and Programs to resolve customer issues and advocate for customer needs. • Maintain accurate account documentation, notes, and action plans to ensure visibility and consistency across the customer lifecycle. • Territory: AZ, CO, UT, NV
Benefits
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