Customer Success Manager

The Customer Success Manager (CSM) on the Relationship Management Team is responsible for all the activities related to helping our customers achieve their goals through the effective use of ClearPoint’s strategy reporting software.  The CSM will own and manage the success of a portfolio of assigned ClearPoint customers and deliver consistent value across the entire customer lifecycle, which in turn leads to high renewal rates and expansion opportunities.    The CSM is responsible for hosting quarterly business reviews, executing Playbooks and processes as established by Customer Success leadership, and operating at the tactical and collaborative levels with customers in their portfolio of accounts.    Customer Success Managers are expected to work together with Technical Account Managers to support onboarding and facilitate any other technical project that meets the customer’s needs.  Exceptional communication, creative problem solving, root cause analysis, and relationship skills are needed to be successful in this engaging position.    Responsibilities  Build strong customer relationships by maintaining high levels of engagement and communication throughout the entire customer lifecycle  Help customers set business outcome goals and track the progression of goal achievement and reduce time to value   Contribute to the strategic direction of team through leading and participating in related internal initiatives  Own customer renewals, expansion, and customer satisfaction with an eye toward positive or negative trends and process improvement  Provide feedback on existing products and contribute to the design of new product features  Work cross-functionally with Sales, Marketing, and Product to represent the voice of the customer and potential solutions to help customers get time to value quicker  Foster a strong team environment by promoting and maintaining high work standards  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.  Key Result Areas  Onboarding :

• Understand customer needs and desired outcomes to advise on implementation and strategy.

Ensure customer voice is heard while helping set expectations on timelines and scope of deliverables.  Adoption :

Please read this posting carefully, visit our website, learn about us, and then apply.

Background checks will be conducted on all final candidates and on all employees who are promoted, as deemed necessary and may include :

All qualified applicants are strongly encouraged to apply.