Customer Success Manager

Customer Success Manager

The Customer Success Manager will be responsible for ensuring our customers and partners are receiving a world-class post sale customer care and technical service program. Our growth strategy is underpinned by successfully pivoting to a recurring offering with our existing and new products. The CSM team is crucial in establishing the relationship between Vizrt and our customers, by partnering with customers to implement, adopt, and support them.

This role drives proactive customer care and service and ensures smooth customer renewal and high customer satisfaction. Initially, success metrics will focus on Customer Satisfaction (referrals, testimonials, CSAT etc) and in time, additional metrics used to monitor success are likely to be around ARR growth, NRR rates, NPS, Customer engagement (health scores) and others.

Tasks and Duties :

• Drive customer success outcomes with a clear path to value for each customer relationship. We want customers who want to stay with us, who maximize the value of our offers through strong Software adoption, who are happy to refer to and advocate the value that Vizrt brings to them and leads to new business growth.
• With exceptional customer intelligence gained through our trusted relationships, work in partnership with our Post-Sales departments, Sales and Marketing organization to support renewals and seize opportunities for cross-sell and upsell.
• Define our customer journey as part of our CS Strategy that maps the experience, moments that matter, and defines inflection points through the journey that allow us to standardize and scale customer care and technical support offerings and always look for opportunities to improve.
• Deliver a world-class Customer Enablement program across our segments that onboards them to a new experience with us, provides them with the best resources and training for them to be successful, that they develop a strong and trusted relationship with us because they know we are committed to their success.
• Contribute to a world class CSM team that is engaged, purpose driven, by focusing on attracting the best talent to Vizrt and creating a strong culture of collaboration and innovation within the team.
• Measure and optimize success with the right processes and technology in place to maximize insight points that allow effective measurement, tracking and improvement of performance.
• Use a combination of internal intelligence and analysis combined with thought leadership across the industry to influence the ongoing strategy, proposals to the executive team and feedback loops to influence future roadmaps.
• Build a Customer Success mindset across the organization through effective partnership working, advocacy and strong credibility as a Customer Success leader.