Customer Success Manager

Customer Success Manager

The Customer Success team is primarily responsible for facilitating strong and value-oriented customer relationships, driving customer growth through expansion and upsells and for customer retention.

Optery is looking for a Customer Success Manager that will be responsible for managing a portfolio of business while driving adoption and retention and as well as acting as a point of escalation. The Customer Success Manager is the main point of contact for our enterprise customers and is responsible for coordinating, interacting, and working with cross-departmental teams to ensure customers realize their business outcomes with Optery.

This is done through working in these areas of focus :

Key Performance Objective #1 : Retention Rate & Expansion

• Build and maintain strong relationships with assigned customers through regular check-ins, ensuring high customer satisfaction.
• Proactively identify and address potential risks, such as product issues or underutilization, that may lead to churn.
• Monitor customer health scores and take action based on data-driven insights.
• Implement feedback loops with customers to continuously improve the value they derive from the product.
• Identify and nurture upsell and cross-sell opportunities within the customer base.
• Regularly review customer accounts to identify expansion potential, offering tailored solutions to increase product adoption.

Key Performance Objective #2 : Customer Health & Advocacy

Key Performance Objective #3 : Renewal & Contract Management

Requirements

Location

While Optery is a fully-remote global team, this is a U.S.-based position and you will be required to work regular U.S. business hours, i.e. in the U.S. Eastern, Central, Mountain, and / or Pacific time zones.

Compensation + Benefits

Equal Opportunity

Optery values diversity and is an equal opportunity employer. Optery does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

If you're ready to make an impact and shape the future of customer success at a startup, we'd love to hear from you!